ParentPay

Manager

• Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives.
• Drive rigorous performance management across all levels, from leadership to individual agents.
• Own and improve SLA adherence, case resolution efficiency, and backlog management.
• Deliver against CSAT targets and improvement plans set by the Director of Customer Support Services.
• Execute the omni-channel support model set by the Director of Customer Support Services, ensuring seamless and consistent day-to-day delivery.
• Leverage service management toolsets (ServiceNow, 8x8, Penny) to drive insight, efficiency, and automation.
• Ensure strong governance, reporting, and accountability across operational performance.
• Foster a culture of continuous improvement, quality, and customer-centricity.

Service Desk Manager

Operations

• Assist the Sales Team in managing and fulfilling customer orders, including verifying customer information, processing orders, and creating licences to facilitate successful product implementations.
• Send out renewal quotes and process contract renewals maintaining accurate records in Dynamics and CSS. Monitor new submissions, chase purchase orders, and manage cancellations, ensuring timely and precise updates across CRM systems.
• Respond to general enquiries received via the website and Hubspot; document and allocate Info@ email requests, and ensure all customer communications are addressed efficiently.
• Liaise with the Product Specialists Teams to coordinate training events, create support tickets, and manage the dispatch of necessary equipment such as barcode labels and scanners.
• Share customer functionality requests with relevant teams, and support Infrastructure, Cloud Application Ops, Support, and Product Teams by ensuring necessary products and procedures are in place.
• Work closely with the Admin and Reading Cloud Queries Teams to facilitate invoicing, cancellations, and CRM upkeep. Provide coverage during team absences and maintain the cancellation spreadsheet.
• Support third-party renewals (e.g., Groupcall, Biostore, Wonde), prepare reports, raise purchase orders, and ensure order spreadsheets match CRM records for accurate commission allocation.
• Collaborate with the Marketing Team to coordinate promotional activities, including arranging book vouchers and supporting other marketing initiatives.
• Provide telephone support for Sales and Finance via Aircall and handle various ad hoc projects as required.
• Collaborate closely with the Head of Customer Engagement to design, implement, and optimize processes that enable seamless teamwork.

Commercial Operations Administrator

Full-stack Engineer

• Design, develop, and maintain full-stack web applications using .NET Core and Angular 18.
• Build and consume RESTful APIs and integrate frontend with backend services.
• Work with Azure cloud services for application hosting, configuration, monitoring, and deployment.
• Write, optimize, and maintain SQL Server queries, stored procedures, and database objects.
• Participate in code reviews to ensure code quality, security, and performance standards.
• Collaborate with QA, DevOps, and product teams to deliver features on time.
• Troubleshoot, debug, and resolve application and production issues.

Software Developer

Technical Product Manager

• Understand the needs of users and manage the product backlog.
• Aid in delivery acceleration through creative thinking and an evidence-based approach.
• Define and own the details of the business value at product level.
• Communicate product vision to technical teams and manage collaboration.
• Develop expertise in the UK education market and guide agile delivery teams.

Service Desk Manager

Commercial Operations Administrator

Software Developer

Technical Product Owner – 12 Month FTC