Customer Experience Partner
2 days ago
Welwyn Garden City
Customer Care Partner \n\n Salary: Up to £27,000 per year \nDepartment: Customer Experience \nReports to: Customer Experience Manager \n\n About Family First Day Nurseries \n\n At Family First Day Nurseries, we are transforming early years education through strategic innovation and market leadership. As one of the UK’s largest nursery groups, we are dedicated to empowering children, supporting families, and developing exceptional talent within our teams. With a focus on excellence, innovation, and sustainable growth, we aim to deliver outstanding care and education. \n\n About the Role \n\n As a Customer Care Partner, you will play a key role in delivering an exceptional experience for our families and internal teams. You’ll be the first point of contact for enquiries, feedback, and support, ensuring that every interaction reflects our values of care, professionalism, and integrity. \n\n You will work closely with area managers, nursery teams, and other departments to provide timely, empathetic, and effective responses to families, helping us maintain our strong reputation for outstanding service across all our nurseries. \n\n Please note that this role is hybrid, and the successful candidate will be required to travel to our Support Office in Welwyn Garden City twice a week. \n\n Key Responsibilities \n\n\n\t • Act as a friendly and professional point of contact for all customer enquiries via phone, email, and online platforms.\n\t, • Manage and respond to feedback, compliments, and complaints with empathy and efficiency.\n\t, • Maintain accurate records of all interactions in line with company procedures.\n\t, • Collaborate with operational teams to ensure any issues are resolved promptly and appropriately.\n\t, • Monitor and respond to reviews across platforms such as Google, Day Nurseries, and internal feedback systems.\n\t, • Support continuous improvement by identifying recurring themes or opportunities for service enhancement.\n\t, • Assist with the development and delivery of customer communication templates and best practices.\n\t, • Previous experience in a customer service or customer care role, ideally within education, childcare, or a service-led industry.\n\t, • Strong written and verbal communication skills with the ability to adapt tone for different audiences.\n\t, • Excellent organisational and time management skills.\n\t, • A calm, empathetic, and solution-focused approach to resolving queries.\n\t, • Proficient in Microsoft Office and confident using CRM or feedback management systems.\n\t, • Annual Leave: Starting at 24 days, plus a paid day off for your birthday and bank holidays.\n\t, • Discounts: 75% off nursery fees for our team members.\n\t, • Refer a Friend: Earn up to £750 with our referral scheme*\n\t, • On-Site Parking / Free Parking\n\t, • Health & Wellbeing Support: Confidential employee assistance helpline\n\t, • Career Growth: Personalised learning and development opportunities\n\t