Job Type: Fixed Term or Permanent Full-time Contract.

Salary: £20,000 to £25,000 (Negotiable salary depending on skills, and experience)

Full Time Hours: 40 per week

Line Manager: Head of Service and Safer Schools

We are at an exciting moment in the story of our growing company; with ambitious targets for our business, we are now seeking to hire a Service Engagement Officer on a fixed term or permanent contract.

Embedded into our Service Engagement Team you will be responsible for delivering outstanding customer service, which includes technically refining and further shaping and delivering our service level help desk, listening posts and customer journey pipelines. You will achieve success by ensuring service queries are dealt with in a timely and professional manner. Whether it be over phone, email, video call, inbound website forms or live chat, you will engage potential, new, and existing customers in a warm and professional manner. Alongside this, ensuring digital access to our apps, training, resources, and support, all of which are delivered through our onboarding journey.

Who are INEQE?

INEQE Safeguarding Group is the largest independent Safeguarding Company in the UK and Ireland. Specialising in safeguarding children and vulnerable adults in the context of their lives, access to technology and use of social media.

Innovative and unique, INEQE is an ethical business formed in 2011 with a diverse staff team. With over 250 years combined experience, our culture is built upon a Safeguarding First approach in everything we do!

The Successful Candidate:

You will be an enthusiastic, self-motivated team player that thrives in a fast-paced and mission focused environment. You will bring a blended ability to connect with people while technically refining and further developing our service support systems. All fused together with a real and tangible passion for what we do – help make people safer.

Responsibilities will include (but not limited to):

  • Support the expansion and implementation of our customer onboarding journey.
  • Proactively engage customers to foster deeper relationships, providing a context for resourcing and upselling to support the needs of our service users.
  • Troubleshooting and escalating technical support to our development team for resolution.
  • Deliver an engaging, responsive, and effective customer help desk through online chat, support, phone, video calls, email, and face to face contact.
  • Daily maintenance of our CRM, intranet, and spreadsheets.
  • Ensure all engagement with customers is logged and appropriate data is retained in adherence to policies and standard operating practices.
  • Compliance with all relevant legislation and policies relating to data protection and confidentiality of information.
  • The creation, editing and maintenance of help desk support articles.
  • The effective prioritisation and organisation of work.
  • The building and maintenance of new and existing customer pipelines and effective service listening posts.
  • Maintenance of digital filing systems and performance of all general administrative tasks as appropriate.
  • Creation and delivery of new and existing support webinars.
  • Supporting schools with face-to-face sessions (as and when appropriate).
  • Effective use and deployment of customer satisfaction and feedback measurement tools.
  • Technically supporting the creation of new and existing service engagement outlets. For example: webinars, virtual launches, podcasting, and live event streaming.
  • Carry out any other duties required by the Head of Service and Safer Schools and / or the Directors.

Essential Criteria Requirements

  • Strong written and verbal communication skills.
  • A minimum of two years relevant experience.
  • Service help desk experience.
  • Be able to work and thrive under pressure.
  • The ability to troubleshoot technical issues on mobile and web-based platforms.
  • A critical thinker and problem solver.
  • Self-motivated and eager to learn.
  • Ability to adapt quickly to changing priorities and service needs.
  • Experience of building and maintaining mutual relationships with customers.
  • A high attention to detail.
  • You care about making people safer.
  • Strong computer skills (The company primarily uses Mac hardware and the Microsoft 365 suite).

Desirable Requirements

  • Third Level qualification in any discipline.
  • Working knowledge of CRM systems.
  • Experience of writing effective support articles or similar.
  • Experience in providing Level 2 IT Support.
  • Safeguarding experience in a paid or voluntary capacity e.g., in a charity, education or youthwork environment.
  • Working knowledge of HubSpot and / or Trello would be advantageous.

Place of work

INEQE Safeguarding Group, Ocean House, Edgewater Road Belfast, BT3 9JQ

Hours of Work

8 hours per day (a working day is 9.00am-5.00pm or other mutual arrangement – there will also be, on occasion, some additional hours including post 5pm and weekend duties to be agreed as required).

Equal Opportunities

INEQE Safeguarding Group is an Equal Opportunities employer and welcomes applications from all who meet our selection criteria.

Access NI

Whilst a criminal record will not necessarily be a bar to being appointed, as the successful candidate will be part of our schools programme, they will be required to undergo and pass enhanced vetting through AccessNI.

The AccessNI Code of Practice can be found at: https://www.nidirect.gov.uk/publications/accessni-code-practice

Benefits

The following benefits are enjoyed by our permanent team members:

  • Company pension scheme.

  • Private health insurance (partners and children can join).
  • Cycle to work scheme.
  • A flexible approach to the working day.
  • Travel insurance (for staff required to travel for work).

  • Discretionary productivity bonus scheme.

  • Supplied with a range of equipment relevant to your role.
  • Life insurance for key staff.
  • Paid volunteering leave to work with a relevant charity.

  • Endless supply of tea, coffee and soft drinks.

  • On-site parking.

Safeguarding Commitment

INEQE Safeguarding Group are committed to ensuring that all children and young people are protected from harm and exploitation and can thrive and grow. This is especially so for children and young people who come into contact with our business.

Our culture is built upon a Safeguarding First approach in everything we do. As such, the company has a zero-tolerance approach to child abuse.
Our commitment extends to all staff, whether full or part-time and all associates, with whom the company engage from time to time.

Safeguarding is everyone’s responsibility and therefore all staff are required to adhere to this commitment and to strictly comply with our safeguarding and other relevant policies.

Any breach of this commitment will be treated as gross misconduct under our Code of Conduct.

Employees will be expected to:

  • Read and be familiar with our policies and procedures.
  • Be able to identify the signs and symptoms of abuse.
  • Know who you should make reports to if you have concerns about a child or young person.
  • To enable you fulfil these commitments, the Company will provide relevant training. This will include but is not limited to Level 1 Safeguarding.

How to Apply

We will review candidates on a rolling basis, so the sooner the better!

To apply, applicants MUST complete ALL of the following steps. You will need to visit the jobs section on our website (failing to do so will mean you are unlikely to follow the correct procedure):

  • Send your current CV together with a covering letter explaining why you want to work at INEQE Safeguarding Group to [email protected]

  • All candidates MUST submit a copy of our Equal Opportunities monitoring Form, which can be found on our website under jobs. Name the file with your first and last names only and send separately to [email protected]. The monitoring form is used solely to complete our annual return for the Equality Commission. Staff involved in the selection process will not have access to them.
  • Applicants who do not comply with this may not be considered.
Equal Opportunities Form
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