Resolutions Lead
Tes Global
Sheffield
- Expired
- Job type:
- Full Time, Permanent
- Apply by:
- 8 February 2019
Job overview
Monday to Friday, 9:00 – 5:00pm
Who are tes?
TES Global’s story is an extraordinary one: its digital community on TES Connect is one of the fastest growing of any profession globally, and it boasts a 100-year heritage at the centre of the teaching and education community, with offices in London, San Francisco and Sydney. Today, TES Global has over 6.9 million teacher members in 197 countries across the globe and connects more than 72 million teachers and students. Up to 6.3 million resources are downloaded from the site a week, 13 a second. Home to more than 800,000 individually crafted teaching resources developed by teachers for teachers, this unparalleled collection helps to guide, inform and inspire educators around the world.
This wealth of resources allows education professionals to share and benefit from one another's resources and lesson plans, driving excellence in the education sector.
Role Overview
The position reports to the Head of Customer Services and will play a vital part in the Operations Team.
The role contributes to the continuous improvement of the service offered to our internal stakeholders to maintain and improve the efficiency and the effectiveness of our operations.
This position is critical to developing the relationship with our internal stakeholders and operational teams
Key to the role is building a strong rapport and developing relationships with our internal stakeholders feeding back resolutions for any queries or issues they may be experiencing.
What will you be doing?
- Effectively handle, manage, resolve and log any queries or questions from internal contacts received in a timely and professional manner in order to meet an agreed resolution
- Follow escalation procedures for technical and product development issues
- Owning and taking responsibility for issues until resolution
- Working with the required SLA for resolving any issues (SLA to be determined)
- Maintain ownership of any queries or issues
- You will be determined in proactively contributing to the improvement of disputes, significantly reducing the current volumes
What are we looking for?
- Proven experience in a customer service or customer resolution environment
- Dealing with queries and complaints across all managerial levels
- Experience of using customer contact logging systems and technical systems
What do you get in return?
A permanent contract, 25 days annual leave, 3% pension after probation, State of the art city centre offices, Access to a range of benefits vis perkbox, Discounted parking for city centre, a people centric culture all driven to achieve the same goal, a supportive and consultative environment, a highly experienced team, to support you with development.
Attached documents
- Brochure472.4KB
- Tes Global Recruitment Privacy Policy To work with us here at Tes, we need to collect information about you to ensure you are qualified and suitable to work with us. The data we collect is limited to only that which we need to fulfil this purpose and we are committed to protecting your privacy while it is stored by us. 351.83KB
About Tes Global
- Tes Global
- 3 St Paul’s Place, Norfolk Street, Sheffield
- South Yorkshire
- S1 2JE
- United Kingdom
Tes Global is a digital education company that has been supporting educators for over 100 years.
Our mission is what we stand for. ''We believe in the power of great teaching. We support and connect teachers and schools worldwide, helping them to improve children's lives through education''
Our company
We’re aiming to develop the products and services that will make the biggest difference in global education. We’re providing teachers and schools with training, resources and jobs services alongside the world’s largest online teacher community.
We are working to making a difference in the lives of educators, children and students by building a strong and sustainable digital education company, with commercial and social purpose that will improve standards in education worldwide.
Our culture
We put educators at the heart of everything we do and we‘re passionate about the difference we’re making in global education. We succeed by working together to develop and deliver by collaborating across teams and global locations.
We’re excited about our future; we’re embracing new ideas, innovative ways of working and open technologies so that we can help every educator in the world to raise global teaching standards.
Our people
We treat others’ as we would like to be treated ourselves – with dignity and respect. We’re sociable people with a sense of fun and if you believe in improving education worldwide we’ll warmly welcome you here.
We are diverse, we come from different backgrounds and different countries; we are teachers, journalists, designers, technologists, sales people, events managers, software engineers and more. We are socially engaged and united by our passion to support educators, schools, universities and students to ensure that everyone has the best education wherever they are.
Our rewards and benefits
We’re committed to providing an inclusive and engaging workplace where we value everyone’s contribution. We have high expectations and our people work hard so when it comes to our benefits, we have everything you’d expect, from health insurance, generous annual holiday entitlement and retirement benefits. But we also offer more than the basics. Our benefits are part of who we are and are there to support your work / life balance, your health, your development and your financial security.
Our commitment to diversity
We value the differences that a diverse workforce brings to our organisation and we believe that we are stronger when we are inclusive. You’ll be treated fairly whatever your age, gender, disability status, sexual orientation, religion, ethnicity or family circumstances.
Everyone is responsible for the promotion and advancement of our diversity policy and we are an Equal Opportunities employer. As such, we are committed to ensuring a culture of equal opportunities with respect and dignity at work for all employees.
Our locations
We are a truly global company with a presence in the UK, US, Australia and beyond, and everyone, in every location is an integral part of the Tes team.
Join our team to help make a difference in global education. Check out our latest job opportunities below and apply or send your CV and covering letter to careers@tesglobal.com
Please note that you are wholly responsible for fact checking in respect of the information provided by schools. Please also check for the latest visa and work permit requirements that may apply. Tes is not responsible for the content of advertisements or the policies adopted by advertising schools. Tes asks that all schools follow Tes' Fair Recruitment Policy.