Arbor Education
Customer Service Advisor (SAMpeople)
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Customer Service Advisor (SAMpeople)
Customer Service Advisor – Fusion Education People Solutions
About the Role
Salary: £24,500 – £27,500 (depending on experience) Location: Wakefield, Hybrid working Function: Customer Support
Do you want to be part of a growing, successful business where no two days are the same? Where we always put children’s education and futures at the heart of our solutions? If so, we invite you to join us.
Who we are: At Fusion Education People Solutions, we are education people specialists. We fuse HR services and software to provide SAMpeople—our market-leading, cloud-based software—a comprehensive one-stop solution for schools and Multi-Academy Trusts (MATs) in people management.
As a Customer Service Advisor, you’ll be the operational backbone of our first-line support, addressing customer enquiries via telephone and ticket systems, and ensuring schools receive swift, logical, and empathetic support to manage their teams effectively.
Key Responsibilities
First-Line Customer Support
- Provide exceptional first-line support for customers using SAMpeople SaaS products, addressing inquiries with a service-first mindset
- Deliver seamless support via telephone and internal ticket systems, ensuring timely and effective resolution of issues
- Uphold excellent service standards, driving high customer satisfaction and positive outcomes
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Problem Solving & Escalation
- Investigate customer queries thoroughly to determine root causes and assess if escalation to second or third-line support is required
- Apply logical, systematic troubleshooting to diagnose and resolve software problems
- Consider strategic referrals for complex issues
Data Tracking & Collaboration
- Maintain accurate records of customer touchpoints and case outcomes within systems
- Collaborate with internal departments and stakeholders to resolve complex issues efficiently
- Contribute to process improvements, enhancing customer support workflows
Requirements
Experience & Skills
- Customer Support Expertise: Proven experience in customer service or business support, preferably in fast-paced SaaS, technology, or software environments
- **Communication:**Outstanding verbal and written skills with strong interpersonal abilities to support school leaders
- Systematic Thinking: Strong investigative and problem-solving skills with logical, high-pressure work under pressure
- Tech Comfort: Proficiency in customer support ticket systems and administrative software, paired with organization and attention to detail
- Collaboration: Enjoys teamwork and contributes to high-impact solutions for end-users
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Mindset & Values
- Mission-Driven: Strong alignment with our core purpose: innovative people solutions for better futures
- Low Ego, High Standards: genuinely cares about quality and thrives in supportive, collaborative environments
Benefits
- Flexible Working: Work-life balance is central to our practice; available for part-time or term-time arrangements
- Time Off: 25 days annual leave + 8 Bank Holidays + birthday off
- Health & Wellbeing: BUPA Healthcare Cashback plan (following successful probation)
- Future Security: Robust company pension scheme
- Progression: Ongoing professional development, supported study, and funding for external qualifications
- Culture: A fun, impact-driven team shaping the future of education
How We Work
We value transparent communication, logical troubleshooting, and empathy towards the education sector. Join us if you want to shape school HR solutions and have fun along the way—apply and be part of something great!
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