Renaissance® is a global leader in education technology. We help schools and school groups in the UK and around the world with educational assessments, practice and intervention solutions, and data analytics. Renaissance now incorporates GL Assessment (known internationally as GL Education), too – a leading provider of educational assessments. Together, our assessments offer the ideal starting point to help teachers understand their students’ strengths and pinpoint areas of need. Our teaching and learning tools then provide effective next steps, with online literacy and maths solutions that meet students exactly where we are. Worldwide, we support over 18 million students, operating in over 100 countries. About this role: We are looking for a Customer Support Agents to support our lively team. This role will work within a small department and focus on servicing and supporting our customers by answering queries and solving technical issues. Customer Support Agent, Job Responsibilities: When looking at the responsibilities can be broken down into the following: Respond to customer inquiries by telephone, chat, and email. To provide customers with guidance, assistance, and exceptional service and support at all times across a number of different methods. To work cross functionally with other teams to escalate and resolve issues where needed. Provide product walk throughs, resolve routine problems and communicate solutions or requested customer information. Follow up as necessary. Analyse customer needs and refer to other service or technical departments as needed. Skills and experience required: To be considered for the role of Customer Support Agent, we are looking for someone who has worked in an office environment dealing with complexed customer queries and has a great understanding of how to use CRM systems to log and manage customer queries and complaints. We are looking for someone who can work as part of a team as well as independently. You will also have: Experience in creating and maintain customer logs on CRM systems (Preferably Sales Force) Excellent customer service delivered via phone, email and chat Ensure adherence to company Data Protection standards at all times Take ownership of any customer complaints and take necessary steps to prevent reoccurrence Promote teamwork and foster an exemplary work environment Competent in using Microsoft packages including Teams, Outlook, Word and Excel As our Customer Service Advisor, we are looking for someone who aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, we are looking for someone who is/ has: Ability to communicate clearly at all levels and across functions Strong engagement with colleagues, individually and as a team Champions positive change within the business Effective management of time and priorities Motivated to make a positive difference in the lives of teachers and children worldwide Additional information: This is role is based in our Swindon Site. (Unit 28 Bramble Road, Swindon SN2 8HB), on a hybrid basis, 3 days a week working in the office. Please note the closing dates for applications will be Thursday 24 th April 2025, with all candidates moving to the next stage being contacted by Wednesday 30 th April 2025. We offer a competitive basic salary of £12.56 per hour working full time 37.5 hours per week, (£24,570 per annum), paid monthly, Plus lots of amazing benefits Benefits: Pension & Insurance – All employees can participate in our company pension scheme administrated by Aviva – where we will pay 8% of your annual salary if you pay just 3% pension contributions All employees are entitled to Life and income protection insurance - We hope you don’t need this, but it’s there if you do Holiday and Bookable Leave - 22 Days bookable annual leave per annum, plus 3 complementary days to be used for our compulsory Christmas shutdown (Usually between Christmas & New Year) For all employees contracted 5 days per week, plus UK Statutory Bank Holidays. We also offer a day off for your birthday so you can celebrate in style, to be used in the month of your birthday. We also offer every UK based employee up to 5 paid volunteering days per year with a cause of your choice. We also offer the chance to Buy and additional 5 days holiday per year through our salary sacrifice scheme and you can spread the cost over 3-8months Growth and development – extensive training opportunities for career progression across Renaissance Learning with Great Leaders looking to grow your career and allow you to flourish in your chosen career. Shopping & Working for Renaissance Perks - Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perks portal (provided by Reward Gateway) that’s right you’ll get instant access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants, you will also be able to collect Renaissance Rewards our employee recognition Platform, and receive points turntable into vouchers to buy on the Ren Rewards platform. You will also get access to Smart tech where you can get your electrical household and personal items at the best price and spread the cost through your salary, interest free, up to £5000.00. Wellbeing & Health – We offer a generous maternity/paternity pay, employee assistance programme available 24/7 offering confidential support from counselling to legal and financial advice including Family Support Services - Specialist bereavement support to help through the most difficult times via our HelpHand app with access to GP, physio, nutrition, counselling support and appointments and so much more. We offer access to mental health first-aiders based both remotely and on all our UK Sites. We offer access to Company paid BUPA PMI and BUPA cash plan optional schemes for you It doesn’t stop there you will also be able to protect yourself with free access to Annual flu vaccinations, and the Company will also contribute towards eye tests and those on trend specs if you need them. Renaissance UK Office benefits – All Hybrid working employees are entitled to apply for a season ticket loan, All Employees (Both Remote and Hybrid based) can use our Tusker car scheme - Save tax and NI on your next car lease, use the amazing Cycle to work scheme where you can get on your bike for less, save money and get fit, that a win win for us All UK Offices also have Fruit baskets delivered for all to enjoy a Healthy snack each week. If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, and aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, apply today We have an ongoing commitment to Diversity, Equity and Inclusion and have taken strides to become a more welcoming and inclusive workplace, including the introduction of our DEI Matters Network which is owned and driven by our staff. We are an equal opportunities employer. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within our organisation. If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend any interview, please contact us and we will talk this through with you. All your information will be kept confidential according to GDPR guidelines. Please note that we can only consider applicants who already hold a full work permit. This role is subject to DBS and background checks.