Customer Support Advisor

Title: Customer Support Advisor

Location: Sheffield

Salary: £20,000pa

Full time, permanent 

Hours: 35 hours per week, covering Monday – Friday on rotating shifts between 8am – 6pm

Role overview:

Providing customer support for our customers via all channels including email, phone, webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.

Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.

(Weekend working on adhoc basis during peak term times, with time back in lieu to cover hours worked. )

Key role responsibilities:

• Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner 
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
• Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
• Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
• Provide technical support and assistance to customers throughout their contract lifetime.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Work effectively as a team and autonomously 
• Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
• Be able to communicate effectively and listen to a customer’s specific situation and needs 
• Process advert requests and queries from our customer base
• Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement 
• Follow escalation procedures for technical and product development issues, liaising with internal and external partners
• Assist other areas of the Operations department when necessary due to demand 

Education and experience requirements:

Essential Skills & Experience:

• Proven experience in effectively communication with customers, clients or similar.
• Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
• Collaborative approach and the ability to build internal relationships both within the team and the wider business 
• Ability to take initiative, be self-motivating, act proactively
• Working within a multi skilled environment 
• Have a very positive work attitude including flexibility and willingness to work
• Initiative and ability to make informed decisions within the remit of their role

Desirable Experience:

• Customer service experience; handling calls and emails, delivering excellent customer service.
• Management of customer complaints.
• Working in a high-volume environment to meet customer expectation.
• Working in an environment with remote teams
• Experience of Salesforce/CRM systems 
• IT literacy and demonstrable commitment to continuous improvement of the Customer Experience 

What do you get in return? 

• 25 days annual leave rising to 30
• 5% pension after probation
• State of the art city centre offices
• Access to a range of benefits via My Benefits World
• Discounted city centre parking
• Free fruit delivered to the office weekly
• Free breakfast cereals
• Free soft and hot drinks
• Free eye care cover
• Free Westfield Health cover
• Life Assurance
• Cycle to Work Scheme
• Referral Scheme
• Season Ticket Loan
• EAP (Employee assistance programme)
• Paid for monthly nights out
• Access to an extensive Learning and Development menu

Who are Tes?

Tes Global is a global digital education company that has been supporting educators for over 100 years. We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.

With more than 13.7m education professionals and enthusiasts in our online community using over 900k classroom resources and working relationships with 25,000 schools in over 100 countries, we have the scale to make a difference. Our innovative products and services are delivered through a range of partners across the globe. We help schools find the teachers they need; we bring new teachers into the profession through initial teacher training; we provide teachers with continuous professional development and help educators with safeguarding training and compliance. We provide innovative tools to help teachers succeed in the classroom as well as bring educators together online, so they can share expertise and provide them with vital news and information about education. 

We are leaders in using digital technology to make life easier for schools and teachers. The services offered through Tes.com play a critical role in helping teachers and school leaders deal with the challenges of providing high quality education to millions of children across the globe. 

We are proud of our people centric culture where everyone is driven to achieve the same goal, to support and connect teachers and schools worldwide, helping them to improve children's lives through education.

Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or based on disability. We invite applicants to contact us directly to identify any additional support required.