Service
Specialist

INEQE Safeguarding Group, the UK and Ireland’s largest independent safeguarding company, specialises in protecting children and vulnerable adults online and in their communities. Driven by purpose, our team operates collaboratively, ensuring your work has an immediate, measurable impact.

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

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 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 and training webinars, delivered both online and in person. This includes appearing on camera in recorded and live video content.
  • 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 social media posts, blog articles, and email newsletters.
  • Cyber Security and Data Protection: 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.
  • Experience: A minimum of two years’ relevant experience in a customer service, support, or product-facing role.

Desirable Requirements

  • Third-level qualification in any discipline.
  • Experience delivering tech/educational product demos.
  • Confidence and experience on camera, including delivering training, webinars and presentations both online and in person.
  • 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

Ineqe Safeguarding Group, Ocean House, Edgewater Road Belfast, BT3 9JQ. Applicants should note that this is an office-based role, and the successful candidate will be expected to work from our Belfast office each working day.

Travel

While this is an office-based role, specialists will be required to travel from time to time within Northern Ireland, the wider UK and Ireland, and occasionally further afield, to deliver presentations, demonstrations, training and events, and to support partners and customers. A full driving licence and access to transport is helpful but not essential.

Hours of work

8 hours per day, 40 hours per week (a working day is 9.00am to 5.00pm, or another mutually agreed 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 Vetting

A criminal record will not necessarily bar you from employment. However, as this role involves working with our schools programme, the successful candidate will be required to complete an Enhanced AccessNI check, which will be assessed prior to appointment.

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 (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 is 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.

Your Application

Salary: £26,995 – £29,995 (negotiable depending on skills and experience)

Job Type: Full-time fixed contract with possible full-time permanent

Hours: 40 per week

Location: Office based at Ocean House, Belfast, BT3 9JQ

Line Manager: Head of Service

How to Apply

We review candidates on a rolling basis, so the sooner the better! We will be in touch once we have considered your application, and shortlisted candidates will be invited to interview at our Belfast office.

To apply, applicants MUST complete ALL 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.