Service Specialist

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

We are currently seeking a passionate Service Specialist to join our Service Team and contribute to our mission of making people safer.

About the Role

Our team of product experts are the go-to resource for all potential and existing service users. We empower our clients and service users by maximising the potential of our safeguarding products and services, from onboarding to ongoing support.

We proactively enhance the customer journey, grow sales, provide informed support, and resolve technical issues. We build relationships and drive success. If you thrive on helping others, love technology, and want to join a dynamic, mission-focused team, apply now.

Key Tasks & Responsibilities

Your main duties will include (but are not limited to):

  • Product Expert: Master our products and services, becoming the key resource for internal and external users. This includes our apps, training, and support materials.
  • Customer Journey Champion: Enhance our customer onboarding, ensuring a smooth experience. Proactively engage new and existing customers, building relationships and identifying opportunities to support their needs.
  • Support-Driven Sales: Drive sales by identifying and acting on opportunities to recommend relevant products and services during support interactions.
  • Technical Support: Provide excellent technical support, troubleshooting mobile and web-based issues, and escalating complex queries to development.
  • Engaging Support: Manage our multi-channel help desk (chat, phone, video calls, email, and potentially face-to-face) with responsiveness and effectiveness.

  • Data Protection: You will ensure you handle and manage all personal data in accordance with the Data Protection Act, UK GDPR and all relevant policies in force at any time by INEQE Group Ltd, these include, but are not limited to:

    1. Data Protection Policy
    2. Information Security & Data Management Policy
    3. Privacy Policies
    4. Complaint Handling Policy

  • Data Management: Maintain our CRM (Zoho), portals/intranet, and spreadsheets, ensuring compliant data retention.

  • Resource Creation: Develop and maintain support articles and contribute to product presentations, demos, and support / training webinars (online and in-person).
  • Service Development: Build and maintain customer pipelines and service listening posts. Test and feedback on products and services. Support new service engagement outlets (e.g., webinars, podcasts, live streaming).

  • Performance Measurement: Use customer satisfaction tools to identify improvements and enhance our services.

  • Documentation and Administration: Maintain accurate and up-to-date documentation for all products and services, and perform other related administrative tasks as required by the Head of Service.
  • Digital Marketing: Assist in the creation and distribution of digital marketing content, including but not limited to social media posts, articles, and email newsletters.
  • Cyber Security: Support the delivery and logistics of cybersecurity training sessions and data protection resourcing.

Essential Criteria

  • Commitment to Safeguarding: A genuine passion for our mission; to make people safer.
  • Team Player: A dedicated team player who collaborates effectively to achieve shared goals.
  • Excellent Communication: Strong written and verbal skills.
  • Technical Aptitude: Ability to troubleshoot mobile and web-based issues.
  • Problem-Solving Skills: A knack for analysing and resolving technical challenges.
  • Customer Focus: Dedication to providing exceptional service through strong relationships by understanding clients’ needs and connecting them with the right solutions.
  • Adaptability: Ability to thrive in a fast-paced environment and adapt to changing priorities.
  • Organisation: Excellent computer skills (Mac and Microsoft 365 preferred) and attention to detail.
  • Minimum Two years relevant experience.

Desirable Requirements

  • Third-level qualification in any discipline.
  • Experience delivering tech/educational product demos.
  • Zoho and/or CRM experience.
  • Level 1/2 IT Support experience.
  • Safeguarding experience.
  • Experience with digital marketing tools and platforms (e.g., Google Analytics, social media management software.
  • Familiarity with cybersecurity frameworks and data protection principles.

About INEQE Safeguarding Group

Place of work

This is an office-based role at INEQE Safeguarding Group, Ocean House, 13 Edgewater Road Belfast, BT3 9JQ.

Hours of work

Normal working for full time staff is 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 as required).

Equal Opportunities

INEQE Safeguarding Group is an Equal Opportunities employer and is recognised as a Disability Confident Employer by the Department for Work and Pensions. We therefore welcome applications from all who meet our selection criteria.

If you would like to speak to our disability workplace champion or require an alternative format for the application, please contact us by phone – 02890232060 or email [email protected].

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 this website.

Benefits

The following benefits are enjoyed by our permanent team members:

  • Company pension scheme.
  • Private health insurance.
  • 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 are able to thrive and grow. This is especially so for children and young people and adults at risk 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 they should make reports to if you have concerns about a child or young person or adults at risk.

To enable staff to fulfil these commitments, the Company will provide relevant training. This will include but is not limited to Level 1 Safeguarding.

Your Application

Salary Range: £25,500 – £28,000 (negotiable depending on skills and experience)

Job Type: This role is suitable for job sharing and we would welcome applicants who are seeking to work reduced hours. We will also consider those who are seeking a Full-time Contract .

Job Hours: 40 per week depending on job sharing arrangements.

Line Manager: Head of Service

Start:  Immediate

How to Apply

We will review candidates on a rolling basis, so the sooner you apply 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):

  • Complete our Job application form, which can be found on our website and send it, together with your current CV to [email protected]. Please be sure to include the job title and reference number.
  • 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.

Reference ID: INE0325SSDS