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Prison Site Support - CUSTOMER SERVICE

23rd January 2023

Job description

  • Job Type: Permanent
  • Hours: Full time
  • Salary: Competitive 
  • Location: Cambridge

The role and duties

Prisons provide a vital public service, making a difference by creating a safe environment. We’re here to help prisoners engage with education opportunities and develop digital literacy. The Coracle Inside system enables prisoners to study from their cell via our secure laptops.

As the Support team member you will be the voice and helpful liaison between prison site support staff and the office. You’ll be passionate about enabling digital literacy and understand that the prison site staff are working in challenging conditions whereby access to the phone is severely limited. As such, you recognise the need for clear instructions and for actioning requests in a timely fashion. You’ll be an excellent communicator and calm under pressure, happy to get stuck in where needed and able to prioritise.

Duties will include:

  • Providing support to our prison site support staff via phone and email
  • Monitoring our helpdesk support database, taking appropriate action when tickets are raised (either resolving them or forwarding for additional support)
  • Developing our Freshworks support channel with automated responses and investigate the possibility of incorporating links via social media platforms etc
  • Accessing learners’ records and forwarding their work as required
  • General administration including answering the telephone, directing calls and messages appropriate, making hotel and other travel bookings 
  • Updating technical “how to” guides

Skills, knowledge and experience

We require someone with the following work-related attributes, qualities and attributes:

  • Outstanding organisational skills
  • Excellent communication skills, both spoken and written
  • A focus on accuracy and attention to detail, whilst being able to work at a fast pace
  • Comfortable with adopting and adapting to new systems and technologies
  • Patience and flexibility. There can be times where waiting around is inevitable
  • Politeness. You treat other staff as you would like to be treated yourself
  • Team player. We are a growing team who want to support your work, but you will need to be able to think on your feet and work independently
  • Honesty. You won’t be afraid of admitting that you don’t also know an answer, but you take pride in finding out and following through on your commitments

Equal opportunities

Our work involves dealing with some of the most marginalised people within our society. As an organisation we strive for a culture that reflects our values. With that in mind, we are looking to hire from as broad and diverse a group as possible and welcome applications from individuals from all backgrounds.

We recognise our responsibilities to safeguard and protect those with whom we work. We do all we can to promote health, safety and wellbeing and expect all staff to share this commitment and to work in line with our safeguarding policy, our values and ethos of inclusivity.

Employment with Coracle is subject to pre-employment checks for successful candidates, including references and criminal disclosure checks.

We welcome job applications from people with lived experience of the criminal justice system, however as the role requires prison security clearance, we will need to ask for details of any relevant criminal convictions before an offer of employment is finalised.

You will report directly to our HR Manager

How to apply

Email your CV and covering letter to jobs@coracleinside.com

  • Applications before Monday February 6th at 5pm
  • Interviews will take place online on 8, 9 and 10 February.
  • Start date: As soon as possible, depending on notice period.