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Customer Success Advisor
Salary: Circa £25,000 per annum negotiable depending on experience
Contract: Permanent / FTC
Location: Hybrid - flexibility to work from home or at any of our main hubs (London, Bristol, Manchester and Harwell)

Jisc is the UK higher, further education and skills sectors’ not-for-profit organisation for digital services and solutions. We believe education and research improves lives, and technology improves education and research.

Our vision is for the UK to be a world leader in technology for education and research and our mission is to power and empower our members with the technology and data they need to succeed. We know that digital technology has the ability to transform the student experience. We have the experience, expertise and know-how to drive that transformation.

About the role:
We currently have 2 opportunities available (one permanent position and one 6 month FTC) within our customer and development team. The key focus of our team is ensuring our members and customers are successful and generate tangible value for students, staff, institutions and businesses using our products and services. We want members and customers to be at the heart of what we do and ensure they are represented in all aspects of our work.

We are looking for someone with experience of working in a customer relationship management role to take responsible for managing the relationship between the customer and the product portfolio. You will be passionate in ensuring they receive excellent customer service whilst building a personal long-term relationships. You will also find engaging ways to onboard customers, assisting them in making full use of our products capabilities and nurture existing relationships, while always thinking of new ways of optimising processes.

This is a great opportunity if you love working with people and are driven by results. There is also further opportunities for personal growth, learning, courses, and professional development.

Other responsibilities will include:

• Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction
• Effectively manage the onboarding of new customers for all products
• Ensure customer records are kept up to date on the CRM system
• Monitor customer engagement on a regular basis using a variety of techniques to maximise customer retention
• Develop and keep up to date an excellent working knowledge of our data and analytics product portfolio and associated technologies

Key Skills and Experience:

• Experience of providing support to users within a customer services environment
• Ability to communicate clearly and concisely in writing and speech, whether in person or on the telephone, with people of all levels of seniority
• Experience of creating and delivering engaging support content and (or) webinars
• Able to convey technical concepts to both technical and non-technical colleagues and external contacts
• Comfortable with juggling different projects at the same time
• Able to work effectively and efficiently when dealing with high volumes and tight deadlines

Please refer to the job description for full details

Don’t meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can’t tick every box but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for this or other roles!

Why work at Jisc:
At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

We celebrate diversity, embrace our differences and know that this is critical for our success. We work hard to make sure we’re inclusive and we are committed to furthering our culture of inclusion. So, if you are great at what you do and share our values, we want to hear from you.

At Jisc we believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We offer hybrid working and although the majority of our staff work from home, getting face to face is something we value and find time for when we can. If you prefer an office environment all our hubs are open and offer a great space to work.

Our benefits are great too. We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 28 days annual leave (plus bank holidays) and an additional three closure days over Christmas
• A generous pension scheme with above average employer contributions
• A range of leave options, including parental leave, volunteer leave and even career breaks.
• A generous budget to attend conferences and in-person training
• Allocated allowance of up to £250 to equip your home office
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
• Mental health first aid trained staff and supportive environment, plus your own Wellbeing allowance to spend on wellbeing for you
• Financial well-being support
• Discounts on big-name high-street stores
• Cycle to work scheme
• Employee recognition awards and travel loans

Equality, diversity and inclusion
At Jisc, we strive to be best in practice and are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, neurodivergence, trans status, veteran status or gender identity.

Application process:
Please do let us know what reasonable adjustments you need made to the application or selection process so you can do your best. We will be happy to help you.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls! We advertised this role on 13/06/2023.

We are ideally looking to hold interviews on 22nd and 23rd June.