As you become established, success will increasingly be about the relationships you build and the customers you retain. You will know your customer portfolio, understand how customers are engaging with us and be able to spot the early signs that a relationship needs attention.

You will work towards clear standards, including:

• Consistently meeting our internal quality standards across email and telephone interactions.
• Developing strong product knowledge and becoming confident handling a broad range of customer queries.
• Delivering purposeful and efficient customer outreach.
• Maintaining at least 90% positive customer satisfaction feedback.
• Keeping customer records, engagement information and risk indicators accurate and up to date.
• Identifying and acting on customer retention risks before they result in lost business.
• Contributing to strong renewal rates and encouraging customers to continue choosing White Rose Education year after year.

Why this role matters

Customer Success sits at the centre of the relationship between White Rose Education and our customers.

Of course, providing excellent customer service is important – but success goes further than leaving a customer satisfied at the end of an interaction. We want our customers to understand the value of what we offer, use our products successfully, trust us as a partner and want to continue their relationship with White Rose Education.

That makes this a commercially important role. By understanding your customers, recognising when engagement is changing and taking action at the right time, you will directly influence customer loyalty, retention and repeat custom.

You will also have direct contact with the schools and educators using our products and services, giving you valuable insight into what customers value, where they encounter challenges and where we can do better. You will share that insight across the business, helping us improve our products, services and overall customer experience.

Why White Rose Education?

White Rose Education is an award-winning organisation delivering world-class support to schools and educators in the UK and internationally.

Our products are created by expert teachers, but our success depends on the teams around them too – including Product, Digital, Sales, Marketing, Operations, Finance and Customer Success.

You will join an organisation with ambitious plans for the future, where collaboration matters and where the connection between your day-to-day work and the experience of teachers and learners is easy to see.

If you want to take ownership of customer relationships, make a measurable commercial impact and help ensure customers choose White Rose Education not just once, but year after year, we would love to hear from you.

Vacancy closing date: Friday 2nd October 2026 at midday

Experience & Knowledge

Essential

• Minimum of 1 year experience of working in a customer-facing role where delivering a consistently high standard of service has been central to success.
• Experience of managing customer queries or issues through to effective resolution.
• Experience of building positive relationships with customers and communicating with them through telephone and written channels.
• Experience of working with customer information, systems or data to manage interactions and maintain accurate records.
• Evidence of working to service, quality or performance standards.

Desirable

• Experience within Customer Success, account management, customer service, customer experience or a similar environment.
• Experience of managing a portfolio or defined group of customers.
• Experience of customer onboarding, adoption, engagement or retention activity.
• Experience of using a CRM, customer success platform or similar system.
• Experience of using customer data, usage information or feedback to identify customers requiring additional support.
• Experience within education, EdTech, SaaS, subscription services or another customer-focused commercial environment.

Skills & Abilities

Essential

• Excellent customer service skills with a genuine commitment to providing a positive customer experience.
• Strong verbal and written communication skills, with the ability to communicate clearly, professionally and confidently with a range of customers.
• Strong relationship-building skills and the ability to establish trust and rapport with customers.
• A proactive approach, with the ability to identify potential issues and take action rather than waiting for problems to escalate.
• Good problem-solving skills and the ability to take ownership of customer queries through to resolution.
• Strong organisational skills, with the ability to manage a portfolio of customers and balance proactive engagement with incoming customer support requirements.
• Confidence working with data and customer information to identify patterns, risks and priorities.
• Good attention to detail and the ability to maintain accurate customer records.
• The ability to learn and develop detailed product knowledge and translate this into clear, helpful advice for customers.
• The ability to work collaboratively with colleagues across different teams to achieve positive outcomes for customers.
• Comfortable working to agreed service, quality and performance measures.

Personal Approach

The successful candidate will:

• Put the customer at the heart of their decision-making.
• Be naturally curious and seek to understand what customers need rather than simply responding to the immediate question.
• Take ownership and follow through on commitments.
• Be proactive, organised and comfortable managing competing priorities.
• Remain calm, professional and solution-focused when dealing with challenging situations.
• Be receptive to feedback and committed to continually improving their knowledge and performance.
• Work collaboratively and recognise that delivering an excellent customer experience often requires input from teams across the organisation.
• Demonstrate a positive commitment to the purpose and values of White Rose Education.

Key Relationships

• Customer Success colleagues
• Sales
• Product
• Operations
• Finance
• Other White Rose Education teams as required
• Customers and users of White Rose Education products and services

General

This job description reflects the main duties and responsibilities of the role at the date of issue. It is not intended to be exhaustive. The role may develop over time, and duties may be reasonably amended to reflect changes in business requirements following appropriate discussion with the postholder.

• A meaningful role in a mission-led organisation making a real difference to teachers and learners.
• Collaborative and supportive team culture.
• Generous holiday allowance and benefits package.
• Opportunity to grow with a fast-scaling, values-driven company.