Part-time Customer Support in Leeds

We are looking for a seriously organised and friendly person to help visiting international exchange students fully engage with our awesome products and provide a service that puts us at the top of their ‘The things I most liked about Britain’ list. 

If this is you, read on…

Role: Customer Support
Location: Headingley Campus, Leeds AND remotely (i.e. from home)
Hours: 10 hours / week over 4 days (plus upto 2 weekends away per semester)
Term: Part-time, permanent contract
Salary: £16,500 - £19,500 pro rata (depending on experience) plus profit share. 

In a nutshell, we need someone to play a crucial role in the day-to-day management of our Customer Support desk, dealing with all incoming enquiries, following up potential leads and keeping our customers (and team) right up to date with what’s going on. You’ll have daily opportunities to make someone’s day.

Your role

• You’ll be managing our main inbox, responding to queries via email, social media, phone and text, about our trips, bookings, visas, and any other new enquiries to Don’t be a tourist.
• You’ll be following up initial contact made by potential customers to understand how we can best help, giving them the info they need to make the right purchasing decisions.
• You’ll be producing and regularly updating support articles in our Helpscout knowledge base to give our customers, prospects, team (and uni clients) easy access to the answers they’re looking for, 24/7.
• You’ll keep up to date with Schengen visa application requirements, be in contact with relevant country consulates, and be the person our customers (and our team) can turn to for answers.
• You’ll be setting up and delivering email campaigns via InfusionSoft to prepare customers for upcoming trips, sending out travel tips and ensuring everyone knows about important changes.
• You’ll be requesting feedback from customers via Survey Monkey, sharing responses with our team, and checking in on respondents to get more ideas of areas we can improve.
• You’ll record step-by-step video screencasts to walk customers through the booking process, guide students applying for visas, and occasionally for internal use, helping our team to help our customers.
• You’ll be dealing with any complaints we might receive - a very small part of your job ;)
• You’ll be a big part of the bigger picture – helping us develop our products, business systems and getting creative with our content marketing.

Your skills & experience

• You will have top-notch organisational ability and a high attention to detail.
• You'll be the kind of person who enjoys being trusted to get on with things, likes being busy, and has an uncanny ability to remember all the little details that make something brilliant.
• You’ll have great teaching skills, people like learning from you.
• You will have excellent writing skills, being able to explain how things work clearly, and be particularly aware of the needs of people whose first language is not English.
• You will be tech savvy and confident trying out new software to get things done effectively.
• Having experience of what it’s like to study or work in another country would be a bonus, as would being a keen traveller.
• And, you'll have strong admin skills and experience (if this has been within Marketing, Sales or Customer Service, then all the better). 

How to apply

Is this you? Are you the one we're looking for? If the answer is yes, be ready to tell us why when you call us on 0113 834 7108*. When prompted follow the instructions… in fact give us a call NOW!  

Lines close at 10pm on Tuesday 25th November 2014.

We will contact all applicants on Wednesday 26th November confirming invitation to the group interview taking place 4 - 6pm on Thursday 27th November.

*Calls are charged at standard BT rate and should last no more than 5 minutes.

Go back to the all the news stories.