ECIS, the Educational Collaborative for International Schools

Customer Support Representative

ECIS, the Educational Collaborative for International Schools

full-time

Posted on:

Location Type: Hybrid

Location: Loughborough • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • Key responsibilities
  • - 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.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceoperations supporttransport supportproblem-solvingprocess improvementrecord keepingreal-time operational supportcommunicationtechnology proficiencymulti-tasking
Soft skills
empathycustomer-centricteam playerreliabilitypunctualityflexibilityadaptabilityprofessionalismattention to detailcalm under pressure