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.