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Company Overview

Tutorful is an online education company founded in 2015. We help parents and students across the UK find their perfect tutor. Today, we have taught over 3 million lessons to over 200,000 students. We’re a close-knit and highly-skilled team who love working together to create something that genuinely helps thousands of people. We're building a platform that helps parents and students connect and learn with inspiring tutors, wherever they are.

Role Overview

As a Customer Service Expert, you will deliver a ‘wow’ experience to our customer; from the moment they contact Tutorful, through to their first lesson, and at every step along their educational journey with us. Providing excellent front-line support and service to our customers. The ideal candidate loves delivering a great service to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Responsibilities

  • Respond to customer queries through emails and live chat through support desk, in a timely and accurate manner

  • Exemplify the highest standards of customer service in every interaction with a customer

  • Help students through the signup process and finding the right tutor

  • Administer and update customer accounts

  • Respond to billing and payment queries and actions

  • Provide updates to the Customer Service Leads on trends and queries impacting students

  • Highlight any technical issues or faults (dashboard, classroom etc) to the Product team to help ensure the product is running to the high standards expected

  • Be open to work on new projects and business initiatives in line with business needs

  • Promote and educate customers on new features and releases eg. App

  • Respond to Trustpilot/Google reviews

  • Report any safeguarding concerns to the safeguarding officer with urgency

  • Attend company/team meetings and daily stand ups

  • Make recommendations on operational improvements to boost the efficiency and productivity of the engagement team

  • Make recommendations on optimising customer performance (rebooks, relationship longevity etc) and how Tutorful can add value to customer

Skills required

  • 1 - 3 years' of relevant work experience

  • Strong communication skills are essential in effectively guiding employees through their learning journey.

  • Exceptional levels of customer service

  • Strong verbal and written English

  • Manage time and prioritise tasks effectively

  • Be responsive to feedback

  • A growth mindset; eager to learn and explore more efficient ways of executing on daily tasks

More about the role

  • £23,000 per annum

  • This role is full-time

  • Competitive Salary

  • Hybrid - remote (Sheffield)

  • 37 hours per week

Additional benefits

  • 25 days of annual leave plus an additional day for each year of service (up to 28 days).

  • Option for up to 5 additional unpaid leave days.

  • Enhanced maternity, paternity, and adoption policies.

  • Two wellbeing days per calendar year.

  • £500 annual credit for lessons on the Tutorful platform.

  • Access to ongoing training and professional development opportunities, including an annual training budget and external conferences.

  • Hybrid working model to support work-life balance.

  • Access to an Employee Assistance Program (EAP) with 24/7 support and free counselling sessions.

Tutorful is committed to diversity and inclusion and is proud to be an equal opportunity employer. Join our team and be a part of improving education for thousands across the UK.

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