1st Line Support Analyst (Live Chat)

Please note the amended closure date for applications for this role, which replaces the date on the attached PDF. Applications will not be accepted after 23:30 on Tuesday 21st January.

Chapter One is an education charity that wants a world in which all children have the literacy skills needed to thrive. We close the reading gap by providing children with one-to-one support at the time they need it most. We work in eleven areas/regions of the UK and will support 3250 children in 2024-25.

Chapter One’s unique, Online Reading Volunteer programme pairs struggling 5 to 7 year olds with reading support volunteers who are working professionals. Volunteers use a bespoke internet platform and a voice connection to link – from their workplace or home – to a dedicated classroom laptop for 30 minutes a week, during the school day, over an entire academic year.  The results are transformative, boosting children's reading confidence and ability. 

This role is an exciting opportunity for someone to contribute to the work of our fast-growing charity. You will work as part of the Live Chat Team to provide immediate, real-time support to volunteers through our live chat system. This role ensures that volunteers have the assistance they need immediately; our analysts pride themselves in resolving technical issues quickly so volunteers can focus on their reading sessions with pupils. You will be the first point of contact for volunteers in need of assistance, so excellent customer service skills and a genuine interest in helping others is essential.

This split-day part time role is 15 hours a week, Monday - Friday for 39 weeks per year, as this is a term-time role. The working pattern will be three hours per day, 5 days a week, for 39 weeks of the year. This will include 13:00 - 15:00 every day, and we’re open to either 09:00 - 10:00 or 11:00 - 12:00 every day for the additional hour. Exact hours will be agreed prior to starting based on business need. This role will be subject to an Enhanced DBS check and the post-holder must be permanently based in the United Kingdom.

We are looking for someone to start as soon as possible, however, the exact start date will be discussed and agreed upon with the successful candidate.

This post is ideal for someone looking for part-time work from home, in term-time, in a role that has important value to early literacy.

Please do not send any applications or correspondence via the Chapter One website.

If you’d like to apply, please read the attached job description PDF and submit your CV and a covering letter. Your covering letter should:

• Clearly outline your suitability for this specific role

• Show your interest and passion for Chapter One, and the work that we do

Deadline for applications: 23:30 on Wednesday 22nd January.