This position is now closed

Full Time – Fixed Term or Permanent Contract.

Line Manager: Head of Service and Safer Schools

Salary: £19,000 – £24,000 (pro rata)

Full Time Hours: 40 per week

Due to growth and demand expected within our business we are now seeking to hire a Service Engagement Technician on a fixed term or permanent contract to provide support to our existing team.

Embedded into our Service Engagement Team you will be responsible for delivering outstanding customer service, which includes technically refining and further developing 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.

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:

  • 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.

  • Deliver dynamic and engaging product / services presentations and demonstrations through various platforms to diverse audiences.

  • 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.

  • Technically support 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.

  • Strong computer skills (The company primarily uses Mac hardware and the Microsoft 365 suite).

  • You care about making people safer.

Desirable Requirements

  • Third Level qualification in any discipline.

  • Working knowledge of CRM systems (Hubspot would be an advantage)

  • Experience of writing effective support articles or similar

  • Experience in the technical creation of podcasts and live event streaming

  • Safeguarding experience in a paid or voluntary capacity e.g. in a charity, education or youthwork environment.

Benefits

Regular salary reviews are conducted and staff who meet our productivity targets are rewarded.

The successful candidate can expect to be supplied with top-of-the range equipment and will benefit from 28 days annual leave (full-time, pro-rata for part-time working), which increases with service.

As a company we strive to develop our staff and a training budget is available to ensure that staff can undertake relevant training.

The Directors have been keen to develop a family environment within the business and this ethos underpins our team spirit.

The following benefits are enjoyed by our team:

  • Company pension scheme

  • Subsidised gym membership

  • 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 (paid twice yearly)

  • 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

 

To apply, please send your current CV together with a covering letter explaining why you want to work at INEQE Safeguarding Group.

Alongside your CV and letter, all candidates MUST submit a copy of our Equal Opportunities monitoring Form, which can be found below.

Please submit your documents to [email protected]

Equal Opportunities Form
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Salary

Pay: Up to £24,000 Dependent upon skills and experience.

Additional Information

Equal Opportunities

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


Safeguarding Commitment

INEQE Safeguarding Group are committed to ensuring that all children and young people are protected from harm and exploitation and are able to thieve 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.


AccessNI

Whilst a criminal record will not necessarily be a bar to being appointed, as the successful candidate will be part of our ‘Safer Schools’ programme, you 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