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Job description

Sheffield
£10.98p/h

35 hrs p/w, covering Monday – Friday on rotating shifts between 8am – 6pm
Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.

Role overview:
Providing first and second line customer service support for our customers via all channels including email, phone, webchat.
Processing queries for our customer base. 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.
This role will be varied and cover a range of tasks.

Key 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 life-time.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Work effectively as a team and also 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
• Handle queries from our customers in relationship to jobs, resources, magazine and safeguarding courses
• Have strong, up to date product knowledge across the Tes brands in order 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

What will you need to succeed?

• Proven experience in a customer service or customer contact environment, handling calls and emails, delivering excellent customer service.
• Management of customer complaints.
• 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

What do you get in return?

• 25 days annual leave rising to 30
• 5% pension after probation
• Hybrid working, 3+ days in the office
• Health care cash plan
• State of the art city centre offices
• Access to a range of benefits via My Benefits World
• Discounted city centre parking
• Free eye care cover
• Life Assurance
• Cycle to Work Scheme
• EAP (Employee assistance programme)
• Monthly Tes Socials
• Access to an extensive Learning and Development menu

Who are Tes?
Tes powers schools and enables great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
For more than 100 years, we’ve supported schools and been a champion of great teaching. As education is changing, so are we. We’ve grown to provide a wide range of products to help schools and students flourish.
We work together with teachers and schools to build trusted education solutions that help them to be the best they can be. From safeguarding and compliance, to staff and pupil management, and professional development and SEND provision, our innovative and flexible services help teachers and school leaders worldwide to provide the best education to millions of children.
Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine.

Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai.

We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organisation striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes.
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 on the basis of disability. We invite applicants to contact us directly to identify any additional support required.
www.tes.com/tesglobal