Customer Support Specialist

Role - Customer Support Specialist

Hybrid - 3 days a week in the office, 2 days from home

Salary - £24,000 - £27,000

Tes is the world's largest professional network for teachers. Through our innovative products we power schools and enable great teaching worldwide. By creating trusted educational solutions, we make the greatest difference in education.

Role overview:

Provide specialist customer support for all products and services within the Tes brand, including managing and resolving complex customer impacting product/service issues.

Key Responsibilities:

The role will be varied and cover a range of tasks, including but not limited to:

• Take ownership of a pipeline of complaints and manage them to resolution.

• Identify the root cause of fault and aim to resolve both the fault and complaint as efficiently as possible.
• Manage and resolve complex product enquires from customers, as well as from the wider customer support team and colleagues’ business wide.
• Work as triage between customer support teams and other business areas; liaising with product managers/engineers and Salesforce support to ensure customer impacting issues are managed and resolved in a timely fashion. Ensuring all relevant facts and information are recorded, effectively logged, and passed on to the relevant departments.

• Work closely with Product and Marketing to provide clear, detailed customer feedback on products and services provided by Tes, with a high level of understanding of the 360° feedback loop.
• Be able to work between a variety of complex customer facing issues; including but not limited to, contract amendments, invoice disputes and contract pricing issues. Whilst also ensuring the customer and account owner is kept up to date throughout the process.
• Working to agreed departmental SLA’s for answering calls, chat, emails, and database management.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Make suggestions for process improvements which support the customer journey and improvements to the customer experience Tes delivers.

Requirements:

• Have an engaging and articulate telephone manner to be able to clearly resolve customer escalations and issues. Ensuring customers are provided with clear SLAs on issues being rectified where possible, whilst providing confidence in the Tes brand.
• Maintain a positive and customer centric attitude, driving for first contact resolution or building solution-based engagement with customers facing unresolved issues.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end users.
• An excellent attention to detail to ensure there is a high level of understanding of all Tes products and services.
• Excellent organisational and pro-active problem-solving skills.
• Self-motivated and the ability to work under pressure.
• Maintain a high level of professionalism and be able to effectively mitigate challenging conversations to a resolution were client show dissatisfaction.
• Excellent ICT skills and experience using MS Office - Word, Excel, PowerPoint, Teams etc.
• Experience using Salesforce and other database and user management systems – Desired.

Tes Values:

We work together.

We share a common goal to deliver our Tes Vision, working together in a transparent and open way, to solve problems rather than to apportion blame.

We include everyone.

We believe in the diversity of people, ideas and cultures, providing everyone with the opportunity to contribute and grow, and to make our business better.

We take ownership.

We all have a vital role to deliver our vision and a responsibility to make the biggest difference possible to our customers and to Tes.

We never stand still.

In everything we do, we work to improve our products and services, and to deliver on both our individual and our common goals.

We do it for them.

We’re committed to providing schools and teachers with the tools they need to improve children’s lives through education.

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 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 on the basis of disability. We invite applicants to contact us directly to identify any additional support required.