Customer Support Representative (Early Morning Service)

We are seeking a dependable, proactive, and highly organised Customer Support Representative (Early Morning Service) to support live operations during our busiest morning period. This role is essential to ensuring smooth service delivery through clear, timely, and proactive communication with operators, parents, and schools.

You will be the primary point of contact each weekday morning, monitoring live activity, identifying issues early, and ensuring all relevant stakeholders are kept informed.

Key Responsibilities

• Live Morning Operations: Monitor live operational activity during the early-morning window, working closely with operators and internal systems to confirm service readiness and identify issues.
• Proactive Communication: Communicate promptly and clearly with parents, carers, and schools via phone, email, or messaging platforms to share updates, delays, or changes.
• Operator Liaison: Act as a key contact for operators each morning, confirming attendance, addressing issues, and gathering real-time information.
• Issue Identification & Escalation: Proactively identify potential problems, escalate where necessary, and support resolution while maintaining clear communication.
• Accurate Logging & Handover: Maintain accurate records of incidents, communications, and outcomes using internal systems to support operational oversight.
• Customer-Focused Support: Provide calm, professional, and reassuring communication in time-critical situations.

Requirements:
Essential

• Excellent verbal and written communication skills
• Ability to remain calm, organised, and decisive under pressure
• Strong attention to detail and time management
• Confident using IT systems, email, and communication tools
• Reliable, punctual, and consistently available for early-morning shifts
• Willingness to undertake a DBS check

Desirable

• Experience in operations support, logistics, transport, or customer service
• Experience communicating with parents, schools, or education partners
• Familiarity with live or real-time operational environments

Benefits:
Why choose a morning-only role with Vectare?

• Ideal work–life balance – Work from 06:00–10:00 and keep your afternoons free for family time, studies, or other commitments.
• Make a real difference every day – Play a key role in keeping transport services running smoothly, supporting parents, schools, and operators when it matters most.
• No transport experience required – Full training is provided; we’re looking for clear communicators who are calm, organised, and reliable.
• Consistent, predictable hours – Enjoy a stable Monday–Friday, regular schedule with no late evenings or rotating shifts.

Training & Working Arrangements

• Initial training will be provided over several days at the start of the contract (format and location to be confirmed).
• Following successful completion of training, we are willing to consider remote working, subject to discussion.
• Ongoing support and regular check-ins will be provided.

Additional Information

• We are open to applications from individuals who would be interested in term-time-only work; exact term dates to be agreed, and may need to include working on INSET days, in line with peak operational demands.
• The contract duration is initially until 10 July 2026, aligned with service needs, but there may be opportunities for a permanent position.
• Early-morning availability from 06:00 is essential.

ABOUT FARIA EDUCATION GROUP

For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.

https://www.faria.org/careers