Family Support Advisor

ROLE SUMMARY:

Location: Remote, UK (Candidates must reside in the UK and hold the full right to work in the UK to be considered)

Start date: ASAP

Contract: Full-time, permanent

King’s InterHigh is a flexible and inclusive online school that empowers students to succeed both academically and personally. Combining nearly two decades of online education expertise with over 50 years of academic excellence from the King’s College schools, King’s InterHigh delivers a personalised education within a supportive and welcoming community. Students attend live, teacher-led virtual lessons each school day, where highly trained online educators create engaging and interactive learning experiences that encourage collaboration, participation and a genuine love of learning, enabling every student to reach their full potential. https://kingsinterhigh.co.uk/

As a Family Support Advisor at King’s InterHigh, you’ll play a key role in delivering an exceptional experience for our families, acting as a trusted point of contact throughout their journey with the school. From supporting new parent onboarding and resolving enquiries to managing complex cases and collaborating with colleagues across the organisation, you’ll ensure every interaction is handled with professionalism, empathy, and efficiency. If you’re passionate about customer service, enjoy building strong relationships, and thrive in a fast-paced, collaborative environment, this is an exciting opportunity to make a real difference within a leading online school.

KEY RESPONSIBILITIES:

· Be responsible for providing world-class customer service to existing Kings InterHigh families 

· Support second-tier case resolution and enquiries.

· Support the onboarding of new families through parent inductions and regular drop ins.

· Communicate with families through a variety of communications methods including email, phone and live events.

· Support the retention of families by providing high-quality personalized service and ensuring first-time resolutions.

· Process student withdrawals from the school.

· Experience within the education sector or similar customer-centric environments.

· Familiarity with cross-functional collaboration and influencing business strategy through data-driven insights.

· Knowledge of customer satisfaction metrics and improvement methodologies.

· Investigate and respond to concerns and complaints, and hardship requests. 

· Support the processes of rolling and annual renewals.

· Liaise with staff across the school to support the resolution of stakeholder complaints

· Keep up to date with all knowledge sources and updates within the company, to ensure the most accurate information is shared with parents

· Be conscientious in supporting their own professional development and learning.

THE IDEAL CANDIDATE WILL HAVE:

· Demonstrate excellent written and verbal communication skills.

· Highly computer literate with strong system skills.

· Excellent Customer Service and problem-solving skills.

· Ability to work as a team and individually.

· Ability to manage your own workload effectively.

· Capable of working effectively in dynamic and changing environments.

· Experience working in customer service or in a similar environment.

· A flexible, enthusiastic and energetic approach, with the ability to thrive in a business with a dynamic, innovative and collaborative culture.

· Considerable interpersonal skills with the ability to form good relationships.

· The ability to work independently where necessary but in a collaborative team environment where appropriate.

· The ambition to place Inspired Online Schools offering at the forefront of the marketplace.

SAFEGUARDING STATEMENT:

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.

SCHOOL APPLICATION FORM:

Please download and complete our Inspired Application Form and submit alongside your CV.

Inspired Non-Teaching Application Form