Client Support Officer

Come shape the future of education with us.

About us

At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We’re a global provider of School Management Information Systems (MIS) already supporting over 3,000 schools in Australia, Ireland and UK, and we’re on a hugely exciting journey of further growth as we expand in the UK market.

What we’re looking for

We are now looking for an enthusiastic person to join our established Support team. At Compass, great support is at the heart of our market-leading customer service, and so you will be a key part of a dynamic and fast-growing team. We will want you to be able to demonstrate enthusiasm and understanding of both software and working with schools. We’re also looking for people who celebrate diversity and thrive in a collaborative environment.

Opportunities for rapid progression and exposure to other parts of the organisation will be available for the right candidate.

What you’ll do

You will join the Compass UK support function, working with the Support Team Lead - UK & IE to provide phone, email and live chat support to external clients who have questions, queries or issues surrounding the Compass platform and its associated timetabling solutions.

You will empower schools to get the best out of their software through maintaining the UK Help Centre and providing excellent customer service. 

Specifically, you will:

• Ensure your Compass knowledge is up to date and thorough
• Provide solutions to schools by responding to their requests and solving problems as they arise
• Impart product knowledge around the Compass platform improving schools’ ability to use the software
• Manage communications through a range of channels - including live chat, emails, and phone calls
• Log and monitor tickets within Zoho, ensuring we meet our SLA
• Keep informed of developments in the Compass platform
• Keep abreast of news from the Department for Education to ensure the advice you give is up to date and accurate
• Escalate customer enquiries to the appropriate team, giving customers regular updates on the status of their issue
• With the Support Team Lead, help to identify schools where training or customer success input would improve the customer experience
• Develop and maintain Help Centre Articles
• Monitor the Compass Community
• Ad-Hoc tasks as directed by your manager

Who you are

Having a background in MIS support or working in a school would be advantageous, however what’s more important to us is that you communicate well, show a natural flair for problem-solving and have an ability to learn fast on the job.

You have:

• a true passion for putting the customer first.
• a drive to go the extra mile giving customers get the best experience.
• excellent listening and analytical problem solving skills with exemplary verbal communication skills.
• the ability to build relationships and rapport quickly and effectively across a wide range of stakeholders and personalities.
• the ability to work autonomously but also work well within a team environment.

What’s in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal-opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, we will require:

• Verification of unrestricted work rights in UK (eg citizenship, passport, or birth certificate).

Annual Salary Range: £25,000 - £30,000 GBP