Part Time Customer Support Administrator

  • London EC1A, UK
  • £22,000 - £24,000 per annum + Benefits GBP / Year

Equals One Ltd

Job Summary by the careerbalance.co.uk Team:

60Job Description:

Part Time Customer Support Administrator

£22,000 – £24,000 pro rata depending on experience

Home Based

15 – 20 hours per week – very flexible

The Novel Factory helps novel writers learn their craft and become better, more efficient authors. It was created by award winning author Katja Kaine, who wanted an intuitive and elegant app to support her in building her writing career. From humble beginnings, the Novel Factory has grown into one of the leading apps for novel writers, and is about to enter a new, exciting period of growth.

To that end, we are looking to recruit a Customer Support Administrator to be a core member of our small team, ideally someone with a passion for novel writing.

As the business evolves, there is great potential for this individual to grow within and beyond the role, expanding or transitioning into areas of the business which interest them.

We are an ethical business, and this underpins everything we do, from how we build our product, how we treat our team, how we support our customers and how we contribute to causes which are important to us, such as worldwide literacy, women’s equality and protecting the environment. We believe in being honest and transparent, and that focussing on doing the right thing will reap the greatest rewards for everyone, rather than fixating on maximising profits.

As well as ascribing to that ethos, it is critical that the person who joins our team has exceptional interpersonal and organisational skills and is able to attain the professional quality and warm tone that reflects our organisation. We are looking for someone self-motivated and able to take ownership of the tasks assigned to them, who uses their own agency to find opportunities for improvement and efficiencies.

Key responsibilities but not limited to will include:

  • Manage and respond to customer enquiries/emails with professionalism and efficiency
  • Day to day running of all administration tasks – using apps such as Google Docs, Trello, Gitlab
  • Updating the website
  • Coordinating team members and freelancers
  • Taking notes from meetings and following up on actions
  • Collating business data and creating reports
  • Maintaining an active and engaging online presence across various social media platforms
  • The individual will be required to master the Novel Factory software in order to provide the best support, so the role would be ideal for a novel writer, who could use the software in an authentic way, and would genuinely understand the needs of our users.

Role requirements

  • Strong organisational and multi-tasking skills
  • Excellent communication and interpersonal abilities, both written and verbal
  • Pro-active in approach, with an interest in personal and professional development
  • Tech-savvy with the ability to work collaboratively with technical teams
  • Social media proficiency
  • Self-motivated and able to prioritise workload
  • Attention to detail


We believe that empowered, valued and trusted individuals perform better than people who feel forced to fit into tight one-size-fits-all corporate structures. So we aim to provide flexibility and support for each of our team members to work the way that best allows them to take ownership of – and reach – their potential.

  • Annual Salary (pro rated) of £22,000 – £24,000
  • Role is Work from Home – including up to 30 days working from abroad
  • High flexibility of working hours, Monday to Friday
  • 25 days paid holiday + bank holidays (pro-rated)
  • Writing mentoring by award winning author, Katja Kaine
  • Health and Wellness budget
  • Training and personal development budget
  • Pension scheme
  • Generous parental leave
  • Empathy driven sick leave

You will be excited to join a small business, and the freedom, loyalty, flexibility and opportunities it offers. You’ll be excited by the prospect of rolling up your sleeves and getting stuck in, because you recognise and value the opportunity to carve out your own role and have a big impact in this business. You need to be prepared to be flexible and have a ‘can do’ approach, being willing to take on varied duties when needs arise.

We’re committed to building a loyal company made up of individuals who are professional, responsible and empathetic. If you have a positive attitude, a passion for continual improvement and an interest in novel writing, then we’d love to hear from you.








Location: Greater London

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