Customer Support

If you are passionate about providing a high standard of customer service, why not find out more

About Us

High Speed Training is a team of over 70 people who are striving to fulfil our mission: Deliver training that helps people to be engaged, effective and safe in the career they’ve chosen.

To do this, we create online training courses that help customers across a wide-range of subjects and sectors. Having trained over a million people, we’re always looking to create new ways of engaging with our learners, and we’re looking forward to training the next million.

Your role in the team

We are looking for a Customer Support Administrator to join the team and provide a fantastic service to all of our learners. This is a full time role of 35 hours per week to include Thursdays and Fridays as well as some weekend working.

You’ll work alongside a customer-focused team supporting our learners via phone, email and live chat, and through our social media and reviews pages. We pride ourselves on our high standard of customer service, and we need some extra help to improve our service even more! Our Customer Support Administrators are encouraged to use their initiative and judgement to help customers and to build relationships with our learners.

A day in the role might involve:

  • Helping and communicating with our learners to access their training via telephone, email, live chat and social media pages
  • Assisting learners with technical issues and liaising with the relevant departments to log said issues
  • Assisting learners who are stuck on part of the course or a question and guiding them through so the learner fully understands and is confident to continue
  • Assisting learners with the registration and logging in process
  • Verifying postal addresses to ensure that we have the correct information for the delivery of certificates.
  • Actioning and communicating any problems with learner certificates
  • Communicating any customer queries or complaints that the Support team may need assistance with to the Content team
  • Responding to our learner reviews in a friendly manner and liaising with the relevant departments to resolve any complaints or feedback
  • Recording customer contact in order to log data and highlight any trends
  • Maintaining a strong level of communication with Sales and Account Management to ensure that the teams are running in conjunction with each other

What we're looking for

It’d be great if you had customer service experience, but we’re not necessarily looking for that - just the right person for the role. If this sounds like you, we encourage you to apply:

  • A genuine interest in working with and supporting customers
  • Excellent written and verbal communication skills
  • Competence in using computer systems and Microsoft Office
  • An organised and methodical approach
  • Motivation and drive to excel
  • The ability to work collaboratively and individually
  • A polite, patient, tactful and friendly attitude
  • A pleasant phone manner and relationship building skills
  • A quick-thinking, lively and positive outlook
  • Keen eye for detail
  • The initiative to problem-solve and adapt to situations
  • Accuracy when inputting data
  • Commitment to your continuous development

Our people are at the heart of our business and we offer a great environment where we have fun, celebrate success and give you all the tools you'll need for a rewarding career with a team who are passionate about what they do. This is backed by our recent 3 star accreditation, the highest accolade from Best Companies achieved through our ‘world class’ levels of engagement.

We are fully committed to supporting our staff to work in a flexible way that allows them to balance all of their commitments both inside and outside of work. As we move forward and grow we are committed to supporting our teams to work in a way that lets them be at their best, whether that’s on-site or remotely anywhere in the UK, traditional or flexible working hours.

We'll welcome you on-board with 24 days holiday (plus 8 bank holidays) with the opportunity to buy additional holiday if you fancy an extended break, a great annual bonus scheme, the latest mobile phone and contract (that’s on us!), and a staff benefits scheme (with over 250 discounts and offers available).

We also offer free life insurance (which covers 4-times your salary), private medical insurance for you and your family and an attractive pension package.

Having fun both inside and outside work is really important to us so we have a highly motivated social committee who organise regular social events which previously ranged from escape rooms, meals out and bowling to Tough Mudders. They’ve even worked hard to keep the fun going virtually since we’ve all been unable to get together.

Our head office is in Ilkley, West Yorkshire. In response to Covid-19 we are currently operating as a fully remote business. We are following government guidelines closely and all employees are working from home wherever possible until further notice. We are open to applications no matter where you are located in the UK and we have moved our interview and onboarding process to be fully virtual.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of age, disability, race, religion or belief, gender reassignment, marital and civil partnership status, pregnancy and maternity, sex or sexual orientation.

High Speed Training in Ilkley

The picturesque town of Ilkley is situated in the Wharfe Valley, at the southern end of the Yorkshire Dales. The town is famous for its moor and you'll find fantastic countryside and walks for all abilities on our doorstep. The town is also home to one of the largest cycling clubs in the country.

At around a 25 minute commute from Leeds city central (by rail) and easily accessible by road, our main office is in a great location to enjoy all this.