Customer Support Advisor

Join Our Customer Success Team as a Customer Support Advisor

At Paragon Skills, we are driven by a passion for delivering exceptional teaching and learning experiences to every learner, every time. Our team of handpicked, trusted professionals bring their expertise and commitment to everything they do. If you’re inspired to help others succeed and want to be part of a remarkable customer success team, we would love to have you on board.

About Us

We are an Ofsted Grade 2 “Good” rated provider, recognized as one of the top 5 training providers and named one of the Top 9 Best Places to Work! With a deep commitment to the Care and Education Sector, we deliver meaningful learning interactions to thousands of learners and employers nationwide.

Position:

Location: Remote

Salary: Up to £24,000 per year (depending on experience)

The Role

We’re seeking an enthusiastic and motivated Customer Support Advisor to provide exceptional service to our learners and employers. As a key part of our team, you’ll be responsible for resolving queries, addressing issues, and handling complaints efficiently, all while maintaining a high standard of customer experience that aligns with our core values.

Key Responsibilities:

• Respond promptly to customer queries via phone, email, and chat
• Provide accurate, timely information with a customer-focused approach
• Investigate and resolve issues or complaints, escalating complex cases when necessary
• Communicate clearly and professionally, ensuring positive interactions
• Document all customer interactions, including queries and resolutions, in our ticketing system
• Collaborate with colleagues and other departments to ensure a consistent experience for all customers
• Adhere to customer support policies and procedures
• Contribute to the knowledge base to ensure quick and effective responses to customer needs
  
  

Requirements:

What We’re Looking For

• Proven experience in a customer support or related role
• Ability to thrive in a fast-paced environment while managing multiple tasks
• Strong communication skills for effective interaction with customers, colleagues, and stakeholders
• Problem-solving abilities with a proactive approach to issue resolution
• Familiarity with customer support software and ticketing systems is a plus
• Strong IT skills, including proficiency with PDFs, Google applications, and MS Office (Word, Excel, Outlook)
  
  

Other information:

In addition to the satisfaction of contributing to a meaningful mission, we offer the following benefits:

• 20 days annual leave, increasing with length of service, plus a holiday purchase scheme
• 3 Paragon Days for our Operational December closure and 8 public bank holidays
• Up to 3 days of paid volunteering leave and involvement in corporate conscience initiatives
• Perkbox – access to a suite of lifestyle and wellness benefits
• Recognition and long-service awards to celebrate your contributions
  
  

We are a Disability Confident Employer and have a guaranteed interview scheme in place to ensure that nobody is overlooked or discriminated against because of their disability. If you meet the minimum criteria when you apply and you have informed us in your application that you have a disability, you will be guaranteed an interview for that role.

To promote and maintain an inclusive working environment, as part of your application process we will ask you to share data on certain characteristics. These answers will not form part of the selection and recruitment process and will not be shared with anyone outside of the People Team.

Paragon Skills is committed to the safeguarding and wellbeing of our learners and colleagues and we implement robust safer recruitment practices to support this. Dependant on the role you are applying for, we may undertake a number of necessary checks to confirm you are suitable to work with children and vulnerable adults, which may include a Disclosure and Barring Service check. We are also committed to promoting equality and inclusion throughout our colleague and learner populations.