Schoolspace

Community Manager

• Answering incoming calls to address queries
• Aim to resolve customer queries on the spot and close as many support tickets as possible
• Triaging tickets daily, merging tickets where appropriate
• Returning missed calls
• Communicating urgent updates with customers
• Keeping customer bookings up to date on our in-house tech platform including processing amendment and cancellation requests and creating the resulting invoice change requests
• Effectively communicating our terms and conditions and processes to customers for a positive experience
• Encouraging customers to use our online booking platform

Community Experience Executive

• Opening, securing, and locking down school sites in line with procedures.
• Maintaining safe, clean, and suitable spaces for all lettings activity.
• Supporting our customers during their bookings to answer any queries, whilst ensuring they are complying with our Terms and Conditions
• Being the face of School Space during lettings on site, supporting customers on site during your shifts
• Handing online customers queries that have been escalated by Community Connectors or have been sent through by customers at schools within your cluster
• Resolving customer issues through email or phone communications, including, meeting them on site if needed
• Responding to customer breaches of T&Cs, ensuring clear communication and agreed outcomes
• Managing booking amendments, confirming changes, discussing options where needed, and creating new bookings, especially during exam periods where busy spaces may become unavailable
• Providing phone and chat support to Community Connectors across all of our schools through our On Call line to help them address live issues during your shifts
• Supporting staff scheduling including checking rotas meet requirements and ensuring shift cover is in place

Community Experience Executive

Community Experience Coordinator