About the Role
SAAF Education, a trusted partner to schools and academies nationwide, is expanding its support team due to increasing demand. We are seeking a 1st Line Customer Support Analyst to join our fast-paced, collaborative environment.
You’ll be the first point of contact for customer queries, working on our Freshdesk CRM to manage, resolve, and escalate support tickets. Whether answering phone queries, performing basic troubleshooting, or liaising with 2nd Line and third-party providers, your role will be pivotal in maintaining our reputation for outstanding service.
Key Responsibilities
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Handle and triage customer queries via phone and email
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Log and assign tickets in Freshdesk with accurate documentation
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Conduct initial investigations using internal resources
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Resolve or escalate technical and finance-related issues
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Collaborate with internal departments and external stakeholders
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Prioritise workload to meet service-level agreements (SLAs)
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Support user acceptance testing as needed
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Maintain and expand product knowledge continuously
Required Qualifications & Experience
Essential:
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GCSE (or equivalent) in English and Maths (Grade C/4 or above)
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At least 1 year of customer-facing telephone experience
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Strong interpersonal and problem-solving skills
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Confident, self-motivated, and proactive team player
Desirable:
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Experience in education finance, accountancy, or related software
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ATT Level 2 (education/accountancy specific)
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A-Level or Level 3 qualification in IT or related subject
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Familiarity with CRM/ticketing systems (e.g., Freshdesk)
Person Specification
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Calm under pressure and confident handling sensitive issues
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Strong organisational and time-management abilities
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Enthusiastic about learning and continuous improvement
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Solution-focused, flexible, and driven by customer success
What We Offer
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Competitive salary: £26,000–£30,000 DOE
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Hybrid flexible working
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24 days holiday + bank holidays (rising to 30 days)
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Electric Car Salary Sacrifice Scheme
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Health & wellbeing programme
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Employee Assistance Programme (EAP)
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Discretionary bonus
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Free on-site parking
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Enhanced maternity leave
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Company pension
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Casual dress and supportive culture
How to Apply
Ready to join a growing education support services company that values people, innovation, and performance? Apply now using the reference: 1st Line Customer Support / Finance Helpdesk Analyst.
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