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Customer Services Assistant

TES Global
Job LocationSheffield
EducationNot Mentioned
SalarySalary not specified
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Services AssistantSheffieldFull time, permanent£18,000 - £18,500Who are tesTes Global is a global digital education company that has been supporting educators for over 100 years. We believe in the power of great teaching. We support and connect teachers and schools worldwide, helping them to improve childrens lives through 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. Our group comprises of Tes, Tes Institute, Educare, Edukey, EdVal and market leading supply teacher services; Vision for Education, Smart Teachers and ABC Teachers.Role overview:Reporting to the Fulfilment Manager, the role provides first and second line customer service support for our customers via all channels including email, phone, web chat and social media. Processing advert requests and queries for our customer base. Key to the role is building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.As part of the role you will be required on a rota basis to work weekends. When you do work a weekend, this will result in a day off during the week.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 in order to meet agreed SLAs across a seven day working pattern.
  • Give exemplary customer service to external and internal clients at all times.
  • Owning and taking responsibility for issues until resolution.
  • Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
  • Accurately and efficiently, enter all customer orders into our dedicated systems.
  • 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.
  • Ensure all client records are updated and accurate on all systems.
  • Liaise with the Sales Team to ensure a smooth transaction for the customer.
  • Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
  • Support, requests, technical issues, complaints, suggestions and praise received through a range of customer support channels.
  • Have strong, up to date product knowledge across the Tes brands in order to advise and add value to customers experience and encourage engagement.
  • Assist other areas of the Operations department when necessary due to demand.
    • Education and experience requirements:
  • Proven experience in a customer service or customer contact environment, handling calls and emails, delivering excellent customer service.
  • Management of customer complaints.
  • Ability to work independently and as part of a team.
  • Working within a high volume environment.
  • Working in an environment with remote teams.
  • Experience of Salesforce is desirable.
  • Social media experience is desirable.
    • 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 Perkbox.
  • 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.
    • 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 childrens lives through education.Tes Global welcomes applications from all and will provide reasonable support throughout the recruitment process to applicants who have a disability. We invite applicants to contact us directly to identify any additional support that they might require to enable them to make an application.

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