Customer Support Officer

Job title                 Customer Support Officer

Location                Remote working in the UK

Reporting to          Customer Support Team Lead

Salary                    £25,743.12 per annum rising to £26,438 after 1 year of service

Contract                   Full-time, Permanent

Closing date         Friday 9th October 2026, Midday

Who we are?

Futures for All (formerly Speakers for Schools) is a UK charity founded in 2010 to tackle educational and social mobility inequality, connecting state-educated young people with inspirational speakers and high-quality work experience. Since its founding, the charity has supported almost two million young people, working with a national network of schools, colleges and employer partners to level the playing field for young people who are educated in the state sector, with those that attend the best fee-paying schools. Having grown from its original speaker programme into a broader work experience offer, the charity is now the largest provider of work experience in the UK, with ambitious plans to ensure all young people have access to the workplace, whilst at school.

Role Summary:

The Customer Support Officer will work alongside the other Customer Support Officer and Customer Support Team Lead to provide 1st line support to our customers, dealing with general enquiries as well as quickly resolving queries, simple technical errors and general troubleshooting arising from using our services.

This role will also be working closely with the 2nd line Technical Team in Product and Programme to escalate technical issues that cannot be resolved and with the customer facing delivery and development teams who are on-boarding educators and employers to our programmes and services.

The 1st line customer support role is key within the charity to providing the best possible service to those accessing our programmes and services, which includes internal staff from the programme and delivery teams as well as our external customers.

Key Duties / Responsibilities

• Act as a first point of contact and triage for customers seeking support through email (answering these queries via the JIRA ticket system) and phone, and / or tickets raised by internal
• Act as a point of technical escalation for unresolved queries via the JIRA ticket system to the 2nd Line Technical Support Team, ensuring all relevant data is captured and ticketing systems are fully completed.
• Escalate general enquiries to the appropriate team members & teams within the charity, when necessary
• Develop relations and work closely with colleagues across different teams to ensure that we always deliver an excellent level of customer service and great experience for our end programme and service
• Support the Customer Support Team Lead to develop collateral and processes that will benefit both external customers and internal staff based on common queries and errors
• Raise support tickets to enable tracking and resolution of customer
• Investigate and resolve customer complaints & then close support
• Ensure customer SLAs (Service Level Agreements) are met, or exceeded, by accurately logging incidents, information, and problems onto the central ticket management system, generating reports as
• Pass customer feedback onto the relevant teams to help provide continuous improvement and developments to our core programmes and
• Contribute to Customer Support Strategy to review all the encountered customer enquiries and issues, monitor trends, and provide active input to eliminate or deliver better solutions that improve our services and make our customers happy.
• Represent and work to our values as, fostering a culture of positivity, support, respect, and inclusivity, while taking personal responsibility for their attitude, performance, and
• Adherence to data compliance, standards, guidelines and best practices to ensure our data integrity and
• Ensure safeguarding best practice is enshrined in all organisational

Education / Experience / Knowledge

Essential:

• Experience in a similar customer-focused and / or service desk-based role
• Ability to work within a small fast-paced, multi-tasking environment
  
• Basic knowledge and understanding of GDPR (General Data Protection Regulation) and compliance for handling customer data
• Experience of using Microsoft packages, including Outlook
  
• Experience of using ticketing management systems to achieve the tasks outlined above
• Excellent customer service skills that mean queries are answered professionally and clearly, with a genuine empathy and calmness towards customers
• Aptitude to research, learn new skills and work with colleagues to secure issue resolution
• Ability to communicate clearly and maintain relationships with multiple stakeholders.
• Excel at organising own workload and enjoy driving work forward independently

Desirable:

• Experience of using customer support software and ticketing systems such as Zendesk and JIRA
• Experience of supporting young people, educators and / or employers via charity programmes
  
• Experience of using PowerBI and SalesForce (or other CRM systems)
• Experience of using Google Classrooms
  

Diversity at our core

Futures For All is committed to an inclusive and accessible recruitment process and encouraging equality and diversity among our workforces. We acknowledge that some candidates may require additional support to overcome barriers experienced during the application process. If you require any reasonable adjustments to support your application or interview, please reach out to us via hr@futuresforall.org

How to apply

Please apply as soon as possible by clicking the 'apply for this job' button in the top right-hand corner of the job advert. Once clicked, you will be asked to complete your application by submitting your CV and completing the application questions. The application questions are an opportunity for you to share the skills and knowledge you have to be successful in this role. 

The deadline to submit your application is the 9th October 2026, Midday.

Futures For All is committed to safeguarding the young people we work with and expects all staff members to share this commitment. Appointees are subject to a DBS check. Having a criminal record will not automatically exclude applicants. You are also required to have the Right to Work in the UK for this role.

Benefits offered at Futures For All

• 25 days annual leave plus bank holidays
• Morning of your birthday off
• £500 a year professional development fund
• Option to purchase additional annual leave yearly
• 'Winter shutdown' gifted so no need to use annual leave between Christmas and new years eve.
• Early bank holiday finish - we finish at 3:30pm on a Friday before all bank holidays
• 22.2 hours of volunteering days to use each year
• Home office set up support
• Enhanced sick pay
• Enhanced family friendly leave
• Employee Assistance Programme 

Futures For All Values

PASSION: We are committed to levelling the playing field for young people across the UK, creating social mobility and tackling disadvantages.

AGILITY: We challenge our ideas of what is possible in order to better meet the needs of those we support. We are human, make mistakes, learn, evolve and adapt.

INTEGRITY: We act with empathy and bring our authentic selves to work every day. We value and respect the talent, time and intentions of those we work with.

COLLABORATION: We are one team with one mission and only by working together can we deliver better outcomes for young people. We support each other unconditionally and feel motivation in shared success as well as individual progress.

DIVERSITY:  We know it takes people with different ideas, strengths, identities, interests, and cultural backgrounds to make our organisation succeed. We encourage constructive debate and critical friendship.