Customer Support Advisor
About The National College
At The National College, we empower education professionals to transform children’s lives.
Our all-in-one platform helps schools, trusts, and nurseries stay compliant, raise standards, and reduce staff workload through intuitive, impactful technology.
If educators need it, we build it.
We’ve created a unique platform that combines the world’s largest CPD and policy library with innovative software tools, developed in collaboration with thousands of schools and more than 1,000 education experts.
The Role
Reporting to the Support Team Manager, the Customer Support Advisor is responsible for delivering excellent customer service throughout the membership journey. In this role, you will assist customers across multiple communication channels, resolve queries efficiently, and work closely with internal teams to enhance customer satisfaction and support wider business goals.
Job Responsibilities
- Provide first-line support to customers via phone, live chat, and email, managing enquiries through to resolution
- Deliver a professional, efficient, and customer-centric support experience across all communication channels
- Accurately identify customer needs, troubleshoot issues, and provide timely, effective solutions
- Act as a trusted internal knowledge resource, supporting colleagues and championing a positive customer experience
- Collaborate with Technical and Product teams to investigate, escalate, and communicate platform or product issues
- Support customers in maximising the value of their membership by helping them access relevant learning resources and opportunities
- Promote self-service support by guiding customers to our Helpdesk, knowledge base, and AI-powered support tools where appropriate
- Maintain accurate customer records and ensure all interactions are logged to a high standard within internal systems
- Stay up to date with platform developments, new products, and process improvements to provide informed and accurate support
- Contribute to team performance, continuous improvement initiatives, and wider business objectives
- Provide administrative and operational support as required to ensure the smooth running of the function
Job Requirements
- Previous experience in a customer service, customer support, or customer-facing role is preferred.
- Excellent communication skills, with the ability to engage confidently and professionally across email, telephone, and live chat channels.
- Strong organisational and time management skills, with the ability to prioritise workload and manage multiple tasks effectively in a fast-paced environment.
- A professional, approachable, and customer-centric mindset, with a genuine passion for delivering exceptional service.
- Strong IT literacy and confidence in learning new systems, tools, and processes quickly.
- High levels of accuracy and attention to detail when managing customer data and maintaining records.
- A proactive, self-motivated approach, with the ability to take initiative and solve problems effectively.
- A collaborative team player who can build strong working relationships while taking ownership of individual responsibilities.
Job Benefits
At The National College, we’re passionate about helping organisations grow and thrive through knowledge and connection. You’ll be part of a business that values its people, supports continuous development, and celebrates success.
You'll also be able to benefit from:
- Life assurance
- Enhanced maternity, paternity, shared parental, and adoption pay
- 24/7 online GP access
- Mental health and wellbeing support
- One paid charity day per year
- 25 days’ holiday, increasing to 30 days with service
- Professional study support
- Plus more