Junior customer success advisor
| Dyddiad hysbysebu: | 06 Mawrth 2026 |
|---|---|
| Cyflog: | £25,000 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | + comprehensive benefits package |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Mawrth 2026 |
| Lleoliad: | UK |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 4 ddiwrnod yr wythnos |
| Cwmni: | Jisc |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: | #445 |
Crynodeb
The role:
We have an exciting opportunity in our Customer success team for a Junior customer success advisor on a 12 month fixed term contract.
The key focus of our Customer success team is to ensure our members and customers are successful and generate tangible value for students, staff, institutions, and businesses using our products and services. We want members and customers to be at the heart of what we do and ensure they are represented in all aspects of our work.
As part of this varied role, you will triage and manage customer requirements quickly and efficiently, while being a customer advocate that finds solutions that best resolve their problems. You will find engaging ways to onboard customers, assisting them in making full use of our products capabilities and nurture existing relationships, while always thinking of new ways of optimising processes.
What you’ll be doing:
• Be responsible for the triage of incoming queries, ensuring cases are accurately assessed, prioritised and routed to the correct queues in a timely manner whilst also providing administrative and operational support to the wider team.
• Ensure customer records are kept up to date on the CRM system.
• Ensure customer requests are assessed, issues investigated and proactive solution provision delivered, with these being escalated where needed.
• Be responsible for the development of internal and external support materials and process documentation, ensuring all are regularly reviewed and accessible.
• Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction.
• Be responsible and help to deliver our communications strategy, using a variety of communications tools.
What we are looking for:
• Experience of providing support to customers within a customer service environment whilst using support systems.
• Experience of working virtually/online in a customer support or customer relationship management role.
• Proven experience of using Salesforce or similar CRM/ITSM platforms (Visio, Miro, SharePoint are a bonus).
• Proficient in creating and delivering engaging customer support content.
• Work calmly, effectively and efficiently when dealing with high volumes and tight deadlines.
• Effective problem solver with ability to deliver solutions in a comprehensive way.
• Convey technical concepts to both technical and non-technical colleagues and external contacts.
We have an exciting opportunity in our Customer success team for a Junior customer success advisor on a 12 month fixed term contract.
The key focus of our Customer success team is to ensure our members and customers are successful and generate tangible value for students, staff, institutions, and businesses using our products and services. We want members and customers to be at the heart of what we do and ensure they are represented in all aspects of our work.
As part of this varied role, you will triage and manage customer requirements quickly and efficiently, while being a customer advocate that finds solutions that best resolve their problems. You will find engaging ways to onboard customers, assisting them in making full use of our products capabilities and nurture existing relationships, while always thinking of new ways of optimising processes.
What you’ll be doing:
• Be responsible for the triage of incoming queries, ensuring cases are accurately assessed, prioritised and routed to the correct queues in a timely manner whilst also providing administrative and operational support to the wider team.
• Ensure customer records are kept up to date on the CRM system.
• Ensure customer requests are assessed, issues investigated and proactive solution provision delivered, with these being escalated where needed.
• Be responsible for the development of internal and external support materials and process documentation, ensuring all are regularly reviewed and accessible.
• Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction.
• Be responsible and help to deliver our communications strategy, using a variety of communications tools.
What we are looking for:
• Experience of providing support to customers within a customer service environment whilst using support systems.
• Experience of working virtually/online in a customer support or customer relationship management role.
• Proven experience of using Salesforce or similar CRM/ITSM platforms (Visio, Miro, SharePoint are a bonus).
• Proficient in creating and delivering engaging customer support content.
• Work calmly, effectively and efficiently when dealing with high volumes and tight deadlines.
• Effective problem solver with ability to deliver solutions in a comprehensive way.
• Convey technical concepts to both technical and non-technical colleagues and external contacts.