Customer Service Manager
Tutorful is on a mission to transform how families in the UK access quality education. We connect students with expert tutors through our intelligent, easy-to-use platform—empowering students to thrive through personalised learning experiences.
Since 2015, we’ve grown into a leading online tuition marketplace, offering over 5,000 tutors across 200 subjects. Our small but mighty team of 20 is united by our core values: make it happen, make it better, and be open, honest & transparent.
We're scaling rapidly and are looking for mission-driven leaders who thrive in fast-paced environments and care deeply about impact. We value adaptability, ownership, and ambition - and we’re just getting started.
Role Overview
We’re looking for a commercially-minded, hands-on Customer Service Manager to lead, own, and elevate our customer service function. This is not a “keep the lights on” role. You’ll be accountable for turning Customer Service into a strategic, revenue-aligned driver of Tutorful’s growth.
You’ll build a high-performing, motivated team that delivers not just satisfaction but retention, loyalty, and advocacy. You’ll implement best-in-class practices, champion automation, and use insights to improve the entire customer journey.
This is a high-impact leadership role for someone who thrives on accountability, continuous improvement, and delivering measurable outcomes.
What you’ll own
* Full accountability for CS performance, strategy, and team development
* Lead, coach, and inspire a high-performing CS team to meet and exceed KPIs
* Implement customer-first processes that optimise satisfaction, retention, and efficiency
* Set clear performance targets and develop robust reporting and accountability structures
* Build a culture of ownership, growth, and operational excellence within the team
* Design and deliver ongoing training and development programmes
* Ensure smart resource planning and scheduling to meet demand without burnout
* Champion automation, AI, and tooling improvements to drive efficiency and responsiveness
* Act as the voice of the customer internally using insights to influence product and marketing
* Work cross-functionally to align CS with sales, marketing, and product objectives
* Own and optimise sales support functions, including conversion-focused interactions
* Regularly report on key metrics, team health, customer feedback, and strategic risks
What we’re looking for
* 3+ years of leadership in customer service or contact centre management
* Proven track record of owning and transforming a CS function
* Confident working with and deploying contact centre technology and AI automation
* Strong commercial mindset: understands how CS contributes to business growth
* Inspiring leader with high EQ and a coaching-led approach
* Deep commitment to exceptional customer experience
* Analytical and metrics-focused; data informs your decisions
* Thrives in fast-paced, high-autonomy environments
Impact You'll Have
* Reimagine and elevate customer service as a true growth engine
* Drive measurable improvements in retention, satisfaction, and efficiency
* Help students across the UK thrive by ensuring families feel supported, heard, and valued
* Shape how customer experience is embedded into Tutorful’s brand and culture
* Play a critical role in Tutorful’s next phase of scale and innovation
Employee benefits
* Competitive salary and benefits package
* 25 days of annual leave plus an additional day for each year of service (up to 28 days)
* Option for up to 5 additional unpaid leave days
* Vitality Health Insurance after successful completion of probation
* Enhanced maternity, paternity, and adoption policies
* Two wellbeing days per calendar year
* £500 annual credit for lessons on the Tutorful platform
* Remote-friendly environment and hybrid working model to support work-life balance
* Requiring in-office attendance in Sheffield once every 6-8 weeks. Thereafter at manager's discretion.
* Access to an Employee Assistance Programme (EAP) with 24/7 support and free counselling sessions
* Auto enrolment pension plan
Join us in our mission to help students thrive through exceptional tuition experiences. Help us create meaningful connections between families and educators who can make a difference in students' lives.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
E-Learning Providers
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