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Customer Service Adviser


The Company

We are an award-winning and accredited education services business with over 25 years of expertise and are delighted to have recently won the ‘Payroll & HR Provider’ Award 2020 from The Rewards for the third consecutive year and the ‘Education Business Services’ Award from the Education Investor Global UK Awards 2020.

We are 100% dedicated to education and our expert team of over 240 highly qualified employees support more than 2,350 Schools and Trusts nationwide.

Technology is key to our business; however, people are at the heart of what we do. Our culture is unique and built upon the motivation and passion of our team. We encourage our employees to flourish and unleash their talent by building their confidence and providing them with the opportunities and support to empower them and realise their full potential. By delivering the best for our employees, we empower them to deliver the best for our customers. This approach has made our outstanding customer retention rate possible.

EPM’s performance in the market has been and continues to be, exceptional, resulting in significant growth year after year. Our success can be attributed to our proactive, forward-thinking approach and passionate team. Our strategy is people and customers first with continual growth across the education sector.

Purpose of the Job

To provide outstanding support across the organisation by assisting colleagues to deliver expert administration in a timely and effective manner whilst maintaining the highest levels of confidentiality and integrity. To provide administrative support primarily to the Payroll and Pensions department. However, broader administrative support across the whole company may also be required.

You will be constantly striving to improve the efficiency of working practices to meet the company’s objective of “clarity and consistency” and working “smarter not harder” to facilitate an increase in customer base whilst maintaining and improving customer service.  

Main Responsibilities/Duties of the Job

  1. To put the customer at the heart of everything you do and always do what's best for our customers
  2. Delivering excellent customer service support to our internal EPM Payroll Teams
  3. Be the first point of contact for our EPM customers either by telephone or via email
  4. To provide an excellent experience to customers predominantly via the telephone, email and other contact methods as required, and to follow this through to ensure their enquiry is responded to and resolved to the customer’s satisfaction
  5. Delight the customer through exceeding service standards
  6. To work with other EPM departments and teams on administrative matters and provide coaching to resolve any customer complaints
  7. The natural ability to treat each customer as an individual and deliver a tailored response
  8. Be a brand and customer ambassador