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Modeshift are looking for a Customer Support Officer to join our expanding Delivery Team, if you think you would like to join us, please click on the link below for details of how to apply.

SALARY: Post Salary: £14,400 – £16,800 per annum pro rata (£24,000 – £28,000, full-time equivalent rate)


· Pension contribution of 3%

· 30-days (FTE) paid annual leave pro rata plus all national bank holidays (24-days for this role)

· Training and development as required

· Modeshift uniform for public facing events – may include casual shirt, t-shirt and jumper

· Laptop and mobile phone

START DATE: 1st June 2022

LOCATION: Home based, with regular travel to Modeshift offices, local authorities, events and meetings in the UK

WORKING HOURS: 22.5-hours per week Monday to Friday. Working hours between 8am-6pm. Exact working hours/days can be agreed with the Modeshift Head of IT & Systems

CONTRACT: Fixed term to 31st March 2024 (potential for extension subject to funding)

About Modeshift

We are delighted to be working in partnership with Modeshift, assisting with the search for experienced, ambitious and forward thinking, Customer Support Officer to join a team at the forefront of the push for a healthier, greener, active, and more sustainable society. The successful candidate will work remotely but will be required to attend meetings and visit local authorities on a regular basis. This is a genuinely fantastic opportunity to make a real difference in a rapidly developing sector which is helping businesses, local authorities and individuals to make significant changes to the way they travel.

Modeshift is a not-for-profit membership organisation that exists to increase levels of active and sustainable travel in business, education and community settings.

Over 800 industry professionals are registered with Modeshift representing the public, private and third sectors.

Modeshift works to raise standards of industry delivery, including establishing a national standard for Travel Plans, sharing best practice, and recognising excellence amongst its Members, Partners, and Supporters.

Modeshift STARS

Modeshift STARS empowers organisations by providing a centre of excellence for developing, delivering and monitoring effective Travel Plans.

Effective Travel Plans are vital for a healthier, greener, and safer future, as they promote and enable more sustainable and active modes of travel.

Modeshift work with thousands of business, education, and community settings across the UK to improve Travel Plan standards, share best practice, and award Modeshift STARS accreditation.

Purpose of post

· The day to day running and continuous improvement of Modeshift STARS including customer support, and supplier liaison.

· Coordinating day to day operations of the Modeshift STARS systems including customer emails and phone calls

· Grow our organisation by increasing Membership and Partner numbers including the reach of the Modeshift STARS programme in educational and other settings and with transport professionals

Main Duties & Responsibilities

1. Provide support, guidance, and advice to Modeshift STARS Customers by managing the Support inboxes and other communication methods, responding to and resolving or escalating customer queries and system/website support requests

2. Administer users of the Modeshift STARS systems including the approval of local authority administrators and maintenance of the STARS Users database

3. Create and maintain Modeshift STARS user guides and system documentation

4. Monitor the systems issue log, escalating issues as necessary

5. Liaise with suppliers where necessary to resolve queries and issues and attend routine supplier meetings

6. Provide basic systems training to STARS users

7. Manage the process of distributing awards for Modeshift STARS Accreditation applications

8. Assist with testing system upgrades and enhancements

9. Identify opportunities to improve processes and systems as part Modeshift’s continuous improvement policy including attending STARS development and planning meetings

10. Assist with the management of Modeshift’s IT, including helping Board Members with access to email and shared folders.

11. Support the delivery of, and attend when required, Modeshift events and meetings

12. Quality Assurance of Modeshift STARS accreditation applications as assigned

13. Contribute to the preparation and presentation of updates to the Modeshift Management Board and others at management meetings, regional events and focus groups

14. Any other duties of a related nature which might be reasonably required and allocated by the Modeshift Head of IT & Systems or Modeshift Business Director

Customer Support Officer –

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