Role: School Account Manager
EDClass is committed to safeguarding the welfare of children and young people. To be successful in this role, you must be eligible to receive a DBS check that is relevant to the post.
Reports To: Jane Ledwood - Head of Customer Accounts
This job specification is a detailed description of the role, including all key business development responsibilities and requirements as part of continuous personal development.
Customer Service department help to develop strong relationships with EDClass clients and customers. Representatives answer customer questions, help resolve problems, process refunds and make suggestions regarding the purchase of additional products and services.
Duties:
Set up and chase renewal/upgrade orders and increase business renewals through reselling of products and services to existing customers
Answer emails from personal and generic EDClass email accounts
Contact all schools and MATS in your portfolio
Deal with school/parent and student enquiries, including general enquiries
Deliver training to EDClass staff on how to use platform
Deliver online training to customers and students, including offsite training to schools
Plan and host EDChampion events
Promptly respond to alert monitor and deal with safeguarding/learner issues
Check bug reports and report bugs/developments
Create suitable pathways from schools SOW
Maintain, track and update customer service spreadsheet
Collect feedback/surveys from schools within agreed timescales
EDTV integrations
Update schools contacts on Active Campaign
Create and chase SLA's
Cover EDClass support when required
Audit customer accounts
Support with testing for the Development Team/other businesses
Create 'how to' videos and documents
Add jobs to Asana
Chase payments from schools when requested by Finance Team
Set up new orders
To meet and/or exceed personal targets and organisational KPIs and deadlines as required by your Line Manager
Provide information, advice and guidance to customers on purchasing new products and services
Managing and answering incoming calls and making outgoing calls to clients and customers
Sending information and updates via email to customers using templates
Answering customer questions and providing customers with solutions relating to the functionality of the EDClass e-learning platform
Listening to a customer or client's complaints or concerns and working to resolve their issues
Supporting and providing information, advice and guidance to customers through screen sharing software to assist troubleshooting
Meeting and greeting new and existing customers visiting the EDClass Ltd Head Office
Provide refreshments for customers as directed by Management
Participate in office meetings and take minutes when required
Provide costs and quotes to schools and academies
Managing schools accounts and maintain contact and relationships with schools and academies
Provide support to other businesses (dependent on training and skills)
Give feedback and requests from our online teachers back to schools
Processing requests for data integration from schools MIS system via a secure third-party company (Wonde) and Wonde refreshes
Carry out any other duties commensurate to the needs of the business, or as requested by your designated Line Manager or Senior Leadership Team
Personal Skills & Knowledge required for this role:
* Good time management skills
* Previous experience working within the UK education sector
* Staff must have proper and professional regard for the ethos, policies and practices of the company, and maintain high standards in their own attendance and punctuality
* Building relationships rooted in mutual respect, and at all times observing proper boundaries appropriate to staff's positions
* Showing tolerance of and respect for the rights of others
* Not undermining fundamental British Values, including democracy, the rule of law, individual liberty and mutual respect, and tolerance of those with different faiths and beliefs
* Flexible approach to working
* Ability to use own initiative
* Good data analytical skills
* Good knowledge of the education & skills sector
* Good report writing skills
* Excellent communication skills
* Good problem-solving skills
* High level of self-motivation
* Demonstrate high levels of resilience
* High level of dependability
* Good team working skills-ability to work and liaise with colleagues across all businesses
* Work is accurate with good attention to detail
* Polite, professional manner
* System knowledge
* Negotiation skills
* Decision making skills
* Telephony and typing skills
* Carry out any other duties commensurate to the needs of the business, or as requested by your Line Manager or Senior Leadership Team
Qualifications required for this role:
* English and Maths GCSE A*-C or equivalent - Essential
* Safeguarding knowledge and understanding - Essential
* Confident in using ICT for a range of purposes - Essential
* Customer Service Level 2 NVQ or similar - Desirable