Customer Experience Partner

Customer Care Partner

Salary: Up to £27,000 per year
Department: Customer Experience
Reports to: Customer Experience Manager

About Family First Day Nurseries

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.

About the Role

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.

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.

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.

Key Responsibilities

• Act as a friendly and professional point of contact for all customer enquiries via phone, email, and online platforms.
• Manage and respond to feedback, compliments, and complaints with empathy and efficiency.
• Maintain accurate records of all interactions in line with company procedures.
• Collaborate with operational teams to ensure any issues are resolved promptly and appropriately.
• Monitor and respond to reviews across platforms such as Google, Day Nurseries, and internal feedback systems.
• Support continuous improvement by identifying recurring themes or opportunities for service enhancement.
• Assist with the development and delivery of customer communication templates and best practices.
• Uphold data protection and confidentiality standards at all times.

Skills and Experience

• Previous experience in a customer service or customer care role, ideally within education, childcare, or a service-led industry.
• Strong written and verbal communication skills with the ability to adapt tone for different audiences.
• Excellent organisational and time management skills.
• A calm, empathetic, and solution-focused approach to resolving queries.
• Proficient in Microsoft Office and confident using CRM or feedback management systems.
• A team player who enjoys working collaboratively and sharing best practice.

Why Join Us?

At Family First, we value our team members and offer a comprehensive benefits package, including:

• Annual Leave: Starting at 24 days, plus a paid day off for your birthday and bank holidays.
• Discounts: 75% off nursery fees for our team members.
• Refer a Friend: Earn up to £750 with our referral scheme
• On-Site Parking / Free Parking
• Health & Wellbeing Support: Confidential employee assistance helpline
• Career Growth: Personalised learning and development opportunities
• Company Pension Scheme

All perks are pro-rata for part-time staff and subject to successful completion of the probationary period. These perks may be subject to further conditions and can be withdrawn or reviewed at the discretion of the company.

Ready to Make a Lasting Impact?

If you're ready to lead with heart, inspire a team, and help shape the future of young children, we'd love to hear from you. Apply today and let our friendly recruitment team support you every step of the way

We are committed to safeguarding and protecting the welfare of children and expect all staff and volunteers to share this commitment. A Disclosure and Barring Service (DBS) Certificate will be required for all posts, and this post will be subject to enhanced checks as part of our Safeguarding Duty.

The Family First Group takes great care to treat everyone as a person, with equal rights and responsibilities to any other individual, whether they are an adult or a child. We are committed to providing equality of opportunity and anti-discriminatory practice for all children and families according to their individual needs. Discrimination on the grounds of gender, age, race, religion or belief, marriage or civil partnership, disability, sexual orientation, gender reassignment, pregnancy or maternity, ethnic or national origin, or political belief has no place within the Family First Group.