Senior Customer Operations Executive

Summary

Join our tight-knit frontline Customer Operations Team as a Senior Customer Operations Executive and deliver a fantastic experience throughout our customers' tuition journeys.

Requirements

• Ideally have customer service experience in a busy contact or customer support centre environment
• Have worked toward personal and team KPI's
• Proactive team member, understanding customer pain points, acting on customer feedback and suggesting new ways to improve our processes and customer experience
• Seek out opportunities to coach others to success by sharing your knowledge and experience and feeding findings from this back to Team Leads
• Subject matter expert on specific processes and procedures, e.g. Builds, Progressions, Payments (and Opayo), Memberships, DBS etc
• High emotional intelligence (EQ) and can expertly navigate challenging customer queries and de-escalate situations ensuring a positive outcome

Responsibilities

• Support our customers with up-to-date knowledge of our processes and policies, helping teachers, tutors, parents, and learners make the most of the MyTutor platform and their tutoring sessions
• Work with our Sales and Partnerships teams to ensure customers have an excellent experience throughout their interaction with MyTutor, and where necessary, troubleshooting complaints and handling escalations
• Undertake internal admin processes to ensure quality and compliance requirements are satisfied for tutors applying to and joining the platform
• Support teachers on our Schools Programme with setting up and perfecting their tuition programmes and supporting changes throughout the programme, and support parents by working on a number of key processes to ensure they have a positive experience
• Respond to Emails, Chats, Phone Calls, and WhatsApps in line with team targets, and consistently work to meet and exceed overall productivity measures
• Support your colleagues' queries in help channels, giving them the tools they need to self-serve the query next time
• Confidently raise and advocate for updates on issues with non-Ops stakeholders (e.g. broken emails with CRM team, SMS sent in error with CRM team, bug reporting in TITAB channel etc) and communicate back to your team
• Ready to step up and cover for stand-ups in your TL's absence. This requires keeping performance targets in mind to rally the team and help them hit and exceed them
• Share ideas for training sessions and best practices with your team and the Training & Quality team, and where appropriate support with the creation and delivery of related training materials

Benefits

• Salary of £26,500 p.a. (£17,225 pro-rata)
• Remote + Hybrid working, with optional days spent from our London office
• 25 days holiday (pro-rata), plus 1 'time for me' day and flexible bank holidays
• Flexible working arrangements possible, around MyTutor's core hours
• Workplace pension & salary exchange scheme
• Health & Wellbeing benefit options, plus cycle, tech and gym schemes
• Enhanced parent policies and workplace nursery scheme
• A personal L&D budget of up to £350, pro-rated for part-time employees
• Inclusive policies supporting all staff to flourish, and a wide range of MyTutor communities & networks
• Regular team events & socials