Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #851
20 November 2024
Title: Learner Support Advisor
Department: Tes Institute
Location: Sheffield – Hybrid working, 3 days in office, with the option to work from home two days per week
Full time, permanent
Role Overview
As a Learner Support Advisor, you will play a crucial role in providing excellent customer support to learners via multiple channels, including phone and email. You will be responsible for guiding learners through the application process and offering support throughout their journey on Tes Institute programmes. Building strong relationships with learners and ensuring we meet agreed Service Level Agreements (SLAs) are key aspects of the role. This position offers variety, covering a wide range of learner support and administrative tasks, from processing applications to handling compliance checks and onboarding.
Key Responsibilities
* Process learner applications for various programmes efficiently and within agreed SLAs.
* Provide on-going support to learners via phone and email, answering their queries and escalating issues when necessary.
* Maintain accurate learner records across platforms such as Salesforce, Tes Learn, and Department for Education systems.
* Conduct compliance checks and ensure applications are processed in line with regulatory guidelines.
* Support learners with their preparation for the start of the course and manage document handling for course completion.
* Assist in optimising learner satisfaction and meeting defined quality standards for contact handling and administration.
* Maintain strong product knowledge across Tes brands to add value to the customer experience.
* Support other areas of the Operations department as required due to demand.
* Weekend work may occasionally be required during peak times, compensated by time in lieu.
What will you need to succeed?
* Proven experience in customer service, handling phone calls and emails.
* Strong attention to detail, especially with data entry and document checking.
* Excellent communication skills, both verbal and written.
* Ability to work both autonomously and as part of a team to meet deadlines.
* Experience in high-volume environments and the ability to manage customer expectations effectively.
* Familiarity with Salesforce/CRM systems (desirable).
* IT literacy and a commitment to continuous improvement of the customer experience.
* Experience working in a regulated industry or knowledge of the teaching and teacher training landscape (desirable).
What do you get in return?
* 25 days of annual leave, increasing to 30 days
* State-of-the-art city centre offices
* Access to My Benefits World
* Discounted city centre parking
* Free fruit delivered weekly to the office
* Complimentary breakfast cereals and hot/soft drinks
* Free eye care cover
* Free Westfield Health cover
* Life assurance
* Cycle to Work Scheme
* Season ticket loan
* Employee Assistance Programme (EAP)
* Monthly paid-for social events
* Extensive Learning and Development opportunities
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