Senior Customer Operations Executive

Posted Oct 4

Description

N.B. This job is remote within the United Kingdom only and requires full working rights to work within the UK.

MyTutor is the UK’s leading online platform for one-to-one learning, and we’re building a future where access to high-quality learning is stress-free for those who can afford it, and funded for those who can’t. 

You can find a good taster of who we are, our culture & our ethos via the video linked here.

Our handpicked community of over 10,000 tutors work online with students from all walks of life and have already delivered over a million lessons. We’re proud of the fact that over 1,300 schools have chosen to work with us, and that we’ve earned a Trustpilot rating of 4.8/5 (You can also check out our tutors’ ratings here.)

Every role at MyTutor is open to applications from all sections of society. We see potential in every individual regardless of: race, ethnic origin or nationality; religion or belief; physical or neuro-ability; socio-economics or age; marital, domestic or civil partnership status; sexual orientation, gender identity, or any other characteristic that makes you… well, you.

We are committed to conscious inclusion to create a sense of belonging, connection and shared purpose within our teams. We know it’s the right thing to do, and we know it will make us all happier, fulfilled, and successful in our work. You can also find a copy of our current Gender Pay Gap report here and we are continuing to build our roadmap of creating a more diverse and inclusive workforce.

What’s it all about?

You’ll join our tight-knit frontline Customer Operations Team, delivering a fantastic experience throughout our customers’ tuition journeys, whether it’s for 1 lesson or 100. 

As a Senior Customer Operations Executive, you’ll be the first point of contact for any of our users who have questions, problems and feedback. 

You’ll be the face of MyTutor, and for many customers, their first impression of the company. Within this broader team of 30, you’ll report into a Customer Operations Team Lead, but will also interact with Operations Managers, the Training & Quality team, and other customer-facing teams like B2C Sales, and the B2B Partnership team. 

Safeguarding is everyone’s business at MyTutor – We are committed to safeguarding and promoting the welfare of children, young people and adults, and we expect all directors, staff and tutors to share this commitment. This post is subject to an Enhanced DBS Disclosure check with children's barred list check.

The Day to Day

  • You 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, and delivering the right outcomes for them.
  • You 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.
  • You undertake internal admin processes to ensure quality and compliance requirements are satisfied for tutors applying to and joining the platform. You 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. 
  • You respond to Emails, Chats, Phone Calls, and WhatsApps in line with team targets, and consistently work to meet and exceed overall productivity measures. 
  • You support your colleagues’ queries in help channels, giving them the tools they need to self-serve the query next time 
  • You are confident raising and advocating 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 communicating back to your team
  • You are 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. 
  • You 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.

Requirements

Working Patterns

We are looking to hire for x3 part-time roles, the working patterns for each role is below.

You will work one of these selected patterns; when you apply for the role please state your preference.

Shift 1: Sun 9-5 / Mon 11-6 / Tue 11-6 / Wed 11-6

Shift 2: Sun 9-5 / Tue 11-6 / Wed 11-6 / Thur 11-6

Shift 3: Wed 11-6 / Thurs 11-6 / Fri 11-6 / Sat 9-5

Who will you be?

  • You ideally have customer service experience in a busy contact or customer support centre environment and have worked toward personal and team KPI’s. 
  • You are a proactive team member, understanding customer pain points, acting on customer feedback and suggesting new ways to improve our processes and customer experience, keeping the customer at the front of everyone's mind.
  • You seek out opportunities to, and feel comfortable, coaching others to success by sharing your knowledge and experience and feeding findings from this back to Team Leads
  • You are a subject matter expert on specific processes and procedures, e.g. Builds, Progressions, Payments (and Opayo), Memberships, DBS etc, and actively seek out opportunities to upskill in other areas.
  • You are an energy giver when called upon to be a part of new initiatives or act as a voice for the execs when cross-teams are launching new processes or projects.
  • You excel in prioritisation and leadership, handling queries and team tasks professionally by keeping operational goals front of mind  
  • You have high emotional intelligence (EQ) and can expertly navigate challenging customer queries and de-escalate situations ensuring a positive outcome.
  • You have a positive attitude and are able to juggle multiple tasks effectively both when handling customer queries and other parts of your work.

Benefits

Perks & Benefits

  • A salary of £26,500 p.a. (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

Interview process

  • Screening Call with our Talent Lead
  • 1st Interview - Competency & Skills Interview with a Senior Manager +
  • 2nd Interview - Practical task, you’ll be provided with information and format ahead of the meeting with the Senior Manager and a senior business stakeholder
  • Final Interview - Culture & Values Add interview: A discussion with a MyTutor employee outside of the hiring team where they will ask you a series of questions based on our Behaviours & Values.

You can find a good taster of who we are, our culture & our ethos via the video linked here.