ROLE PROFILE
JOB TITLE: 1st Line Customer Support & Support Admin
LOCATION: Bracknell/Hybrid, open to fully remote
DEPARTMENT: Customer Care
LINE MANAGER: Head of Customer Support
DATE PREPARED: August 2025
CONTRACT TYPE: Fixed Term, 6 months. Full-time (37.5 hours per week)
JOB PURPOSE
As a 1st Line Customer Support & Support Admin at Flexebee, you will be the first point of contact for our customers, providing essential support and guidance for users of our Learning Management System (LMS). Your role is to deliver outstanding service, resolve queries efficiently, and ensure a positive customer experience at every interaction. You will also support key administrative processes to ensure the smooth operation of our support function.
KEY RESULT AREAS
* Provide first-line support to customers using our Learning Management System via phone, email, live chat, and support tickets.
* Handle all incoming customer queries and questions, delivering accurate information or referring clients to the appropriate department when necessary.
* Proactively spot issues, identify improvements, and keep your industry knowledge up to date.
* Support the Partnership team and assist with partner account queries.
* Ensure all support activities meet agreed Service Level Agreements (SLAs).
* Maintain up-to-date knowledge of Flexebee systems and processes to provide effective solutions.
* Provide feedback and insights to the team on ways to improve customer service.
* Complete administrative tasks such as Reseller Checks, Churn (bookings), FLXB Support, Bookings, Course Allocations, Webinar Bookings, Scheduled Webinar Certificates, Complaints, KPIs & Wootric Checks.
* Assist with webinars for LMS and Zoom, including supporting webinar bookings and issuing certificates.
* Maintain accurate records of all customer interactions and actions taken.
RESPONSIBILITIES & DUTIES
* Deliver professional, friendly, and efficient support to all customers and internal colleagues.
* Accurately log and manage support tickets, ensuring timely resolution and clear communication of outcomes.
* Collaborate with colleagues to resolve complex queries and escalate issues when necessary. Always looking to 'own the moment' to support the customer
* Organise and prioritise workload to meet deadlines and service standards.
* Maintain confidentiality and discretion with client information.
* Support general customer admin duties as required
KEY WORKING RELATIONSHIPS
* Customer Care leadership including Head of Support and Head of Success.
* Sales, Marketing, Product teams.
* IHasco Operations team
PERSONAL ATTRIBUTES/COMPETENCIES
Experience & Skills
* Previous experience in a customer service or help desk role is desirable but not essential.
* Excellent problem-solving skills with a creative, innovative, and flexible approach.
* Strong communication skills, both verbal and written.
* Skilled in using Microsoft Word and general Microsoft Office products.
* Organised individual with good time management skills and the ability to complete tasks within deadlines.
* Excellent attention to detail and ability to multi-task effectively.
* Ability to work independently and collaboratively within a team.
* Comfortable working in a fast-paced environment and adapting to change.
* Experience with screen recordings, voiceovers, or Salesforce is desirable but not essential.
Behaviours
* Customer-focused approach with a positive, helpful manner.
* Proactive in identifying and resolving issues.
* Results and satisfaction driven.
* Methodical and able to use own initiative.
* Strong team player with a collaborative approach.
SCHEDULE
* Monday to Friday, 9am to 5:30pm
This role profile highlights the main outputs and does not include every task, duty or responsibility. Relevant training and development requirements can be identified from this description.
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £23,809.50 per year
Benefits:
* Canteen
* Company events
* Company pension
* Free parking
* On-site gym
* On-site parking
* Sick pay
* Work from home
Work Location: Hybrid remote in Bracknell RG12 1WA