What Jobs are available for Customer Relationships in Hinckley?

• Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies and procedures to optimize the customer experience.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Monitor customer service metrics and key performance indicators (KPIs), identifying areas for improvement.
• Analyze customer feedback and trends to provide insights to management for service enhancement.
• Ensure all customer interactions are documented accurately in the CRM system.
• Collaborate with other departments to resolve complex customer issues.
• Contribute to the development of support resources, such as FAQs and knowledge base articles.
• Maintain a positive and supportive team environment.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a supervisory or leadership capacity.
• Excellent communication and active listening skills.
• Strong problem-solving and decision-making abilities.
• Proficiency with helpdesk software and CRM systems.
• Ability to train and mentor team members effectively.
• A deep understanding of customer service principles and best practices.
• Ability to remain calm and professional under pressure.
• Experience in (Specify Industry, e.g., retail, technology, finance) is a plus.
• High school diploma or equivalent; a college degree is advantageous.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives.
• Troubleshoot and resolve customer complaints and technical issues efficiently and effectively.
• Maintain a deep understanding of the company's products and services to provide informed assistance.
• Document all customer interactions, transactions, comments, and actions taken in the CRM system.
• Escalate complex issues to the appropriate departments for resolution, following up to ensure timely completion.
• Provide feedback to management regarding customer issues and trends to help improve products and services.
• Contribute to team efforts by accomplishing related results as needed.
• Adhere to company policies and procedures, particularly regarding customer data privacy and security.
• Proactively identify opportunities to enhance the customer experience and suggest process improvements.
• Assist with training new team members on support procedures and best practices.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills, with a clear and empathetic tone.
• Strong listening skills and the ability to understand customer needs.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving abilities and a knack for finding effective solutions.
• Patience, tact, and a customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Familiarity with (Specific Industry/Product knowledge if applicable) is a plus.
• A positive attitude and a genuine desire to help others.
• Minimum of 5 GCSEs or equivalent, including English and Maths.

Vectare is looking for a proactive, empathetic, and customer-focused individual to join our Customer Services Team based at our Loughborough Head Office. As a key member of the team, you’ll play a vital role in delivering an outstanding experience to parents and schools who rely on our school bus services.

This is a fast-paced, varied role that combines reactive and proactive communication, ensuring every customer receives timely, accurate, and friendly support via phone and email. You’ll be a central point of contact during live service hours, helping to manage real-time operational updates, resolve issues efficiently, and keep parents informed and reassured.

You’ll work closely with a collaborative and supportive team, managed by our Operations Lead, and contribute directly to the smooth running of our nationwide school transport network. Typical shifts are 07:00 – 15:00 and 11:00 – 19:00, providing cover during key school travel times.

• Serve as the primary point of contact for parents and guardians utilizing our school transportation services, offering professional support via phone and email.
• Deliver real-time operational support during live school bus operations, ensuring clear and timely communication between parents, drivers, and schools.
• Monitor service performance, respond to delays or disruptions, and keep customers proactively updated.
• Accurately record customer interactions, queries, and resolutions within Vectare’s internal systems.
• Collaborate with colleagues across the Operations and Technology teams to resolve complex or recurring issues.
• Identify opportunities to improve processes and enhance the overall customer experience.
• Uphold Vectare’s high standards of professionalism, empathy, and attention to detail in every interaction.

Requirements

Experience & Skills

• Previous experience in a customer service, operations, or transport support role is preferred.
• Excellent written and verbal communication skills, with a confident, friendly, and professional manner.
• Comfortable using technology, with the ability to learn new systems quickly.
• Calm and organised under pressure, able to manage multiple priorities in a live operational environment.
• A strong team player with solid problem-solving skills and a proactive, solutions-oriented approach.

Personal Attributes

• Reliable, punctual, and flexible to work early and late shifts.
• Empathetic and customer-centric, with a genuine desire to help others.
• Trustworthy and able to handle confidential information with discretion.
• Positive, adaptable, and eager to contribute to a growing, innovative company.

All qualified applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Base salary is based on experience, and performance bonuses are based on KPIs.
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development opportunities
• Unlimited book budget.
• Additional benefits such as a pension and 25 days' holiday also apply.

ABOUT VECTARE

Vectare is an award-winning transport consultancy and technology company, providing creative solutions to enhance the transport provision of educational establishments, corporate clients, and the public sector.

We’re a young company, founded in 2016, which means we’re innovative, agile, and a fun place to work. Our small team works to the highest standards, and we expect everyone to focus on delivering high-quality service and attention to detail. You’ll work closely with our Senior Management Team, and you’ll have much more access to and insight from these senior leaders than you would get in a larger business.

At Vectare , we strongly believe in valuing our staff, both as individuals and for the contributions they can make to all levels of the business. This means that we’ll treat you with respect, and we’ll expect you to extend that same respect to everybody you work with, at all levels of the business.

Feedback is an essential part of our culture, and as such, we need you to feel confident about sharing your opinions with senior management. This is crucial for our business growth.

We work closely with over 200+ independent schools around the United Kingdom, and we are seeking growth in both the domestic and International Markets. 

• Provide first-line technical support to customers via phone, email, and chat, addressing inquiries and resolving issues efficiently.
• Diagnose and troubleshoot software-related problems, including installation issues, configuration errors, and functional bugs.
• Guide customers through product features and functionalities, offering clear and concise explanations.
• Escalate complex or unresolved issues to senior support engineers or relevant development teams, ensuring thorough documentation.
• Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to the development and maintenance of the company's knowledge base and FAQ resources.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Ensure a high level of customer satisfaction by providing professional and empathetic support.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product updates, new features, and common troubleshooting techniques.
• Assist in testing new software releases and providing user feedback.
• Collaborate effectively with internal teams to ensure a seamless customer experience.
• Manage multiple support requests concurrently while maintaining high-quality service.
• Proactively identify potential customer issues and provide preventative solutions where possible.
• Contribute to a positive and collaborative team environment.

• Proven experience in technical customer support or a similar role, preferably within the software industry.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency with customer support software and ticketing systems (e.g., Zendesk, HubSpot Service Hub).
• Familiarity with operating systems (Windows, macOS) and common office productivity software.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• A patient, empathetic, and customer-focused attitude.
• Strong desire to learn and adapt to new technologies and products.
• Experience with cloud-based applications is a plus.
• Ability to work effectively as part of a remote team.
• Attention to detail in documentation and issue tracking.
• Basic understanding of networking concepts is beneficial.

• Provide high-quality customer support via phone, email, and chat.
• Handle and resolve complex customer inquiries and technical issues.
• Troubleshoot product-related problems and guide customers to solutions.
• Manage customer escalations and ensure timely resolution.
• Document customer interactions and maintain accurate records in the CRM system.
• Identify and report recurring customer issues to management.
• Contribute to the development of support knowledge base articles and FAQs.
• Train and mentor junior customer support representatives.
• Proactively identify opportunities to improve customer satisfaction.
• Maintain a deep understanding of company products and services.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience in a customer support or helpdesk role.
• Proven ability to handle challenging customer interactions with professionalism and empathy.
• Excellent communication, listening, and problem-solving skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to multitask and manage time effectively in a remote setting.
• Strong attention to detail and documentation skills.
• A patient and positive attitude.

• Providing high-quality customer support via phone, email, and chat.
• Troubleshooting and resolving customer issues efficiently and effectively.
• Managing and escalating complex customer inquiries to relevant departments.
• Maintaining accurate customer records and documentation of interactions.
• Educating customers on product features and services.
• Identifying customer needs and suggesting appropriate solutions.
• Contributing to customer service process improvements.
• Assisting with customer onboarding and training as needed.
• Collaborating with internal teams to ensure customer satisfaction.
• Handling customer complaints and resolving them professionally.

• Proven experience in a customer service or support role, preferably in a senior capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in customer relationship management (CRM) software.
• Knowledge of relevant industry products and services is a plus.
• Team player with a positive attitude and strong work ethic.
• Ability to multitask and manage time effectively.

• Lead, train, and mentor a team of customer support representatives to ensure high performance and professional development.
• Oversee daily support operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues and complaints, providing timely and effective resolutions.
• Collaborate with product, sales, and marketing teams to address customer feedback and identify service improvements.
• Contribute to the development and maintenance of customer support knowledge bases and FAQs.
• Identify trends in customer inquiries and issues, providing insights to drive product and service enhancements.
• Ensure adherence to company policies and procedures in all customer interactions.
• Participate in hiring and onboarding processes for new support team members.
• Contribute to the continuous improvement of support tools and technologies.
• Work effectively in a hybrid environment, fostering team cohesion both remotely and in the office.

• Proven experience in a customer support role, with at least 3 years in a leadership or supervisory capacity.
• Demonstrated success in managing and motivating a customer support team.
• Excellent understanding of customer support principles, methodologies, and tools (CRM, ticketing systems).
• Strong problem-solving, analytical, and conflict-resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
• Proficiency in using support software and relevant technologies.
• Experience in developing and implementing customer service strategies.
• Strong organizational skills and attention to detail.
• Bachelor's degree in Business, Communications, or a related field is preferred.