Customer Service Agent
We're an educational technology company dedicated to transforming how parents and students in the UK find and connect with their ideal tutors. Our mission is simple but impactful: to help students thrive through exceptional tuition experiences. We achieve this by combining intelligent matching algorithms with seamless user experiences, making it easy for parents and students to find the right tutor to meet their learning goals.
Founded in 2015, we’ve become a leading online tuition marketplace, offering access to over 5,000 high-quality tutors across 200 subjects. Our platform helps families achieve their learning goals through intelligent matching and seamless learning experiences.
We’re a startup made up of a small team of around 20, driven by our company values of making it happen, making it better and being open, honest, & transparent.
As we scale, we’re focused on achieving ambitious targets and expanding our online tutoring market share. Our culture thrives on adaptability, teamwork, and ownership. Our leadership style is hands-on and empowering, fostering an environment where every team member’s input is valued.
About the role
As a Customer Service Agent at Tutorful, you’ll be the first point of contact for students, delivering exceptional support across calls, emails, and live chat.
You’ll help ensure every student’s experience is smooth, efficient, and enjoyable; from resolving queries and managing accounts to supporting engagement initiatives that boost student satisfaction and retention.
This role is key to maintaining Tutorful’s high standards of customer care, while also contributing ideas to improve our processes and the value we deliver to students.
Key Responsibilities
* Respond to student queries through calls, emails and live chat through support desk, in a timely and accurate manner
* Administer and update student accounts
* Respond to billing and payment queries and actions
* Highlight any technical issues or faults (dashboard, classroom etc) to the Product team to help ensure the product is running to the high standards expected
* Be open to work on new projects and business initiatives in line with business needs
* Promote and educate students on new features and releases eg. App
* Respond to Trustpilot/Google reviews
* Assist ‘Tutor Experts’ on the Engagement team as required
* Report any safeguarding concerns to the safeguarding officer with urgency
* Attend company/team meetings and daily stand ups
* Make recommendations on operational improvements to boost the efficiency and productivity of the engagement team
* Make recommendations on optimising student performance (rebooks, relationship longevity etc) and how Tutorful can add value to students
Requirements
* Exceptional levels of customer service
* Manage time and prioritise tasks effectively
* Be responsive to feedback
* A growth mindset; eager to learn and explore more efficient ways of executing on daily tasks
Impact You'll Have
* Opportunity to impact education in the UK
* Shape how UK families discover and access quality education support
* Improve educational outcomes for students across the country
* Influence the future of personalised education delivery
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
Entry level
Employment type
* Employment type
Full-time
* Industries
E-Learning Providers
Referrals increase your chances of interviewing at Tutorful by 2x
Sign in to set job alerts for “Customer Service Representative” roles.
Sheffield, England, United Kingdom 6 days ago
Sheffield, England, United Kingdom 3 months ago
Sheffield, England, United Kingdom 4 days ago
Sheffield, England, United Kingdom 1 month ago
Sheffield, England, United Kingdom 3 weeks ago
Sheffield, England, United Kingdom 4 days ago
Sheffield, England, United Kingdom 3 days ago
Sheffield, England, United Kingdom 3 days ago
Customer Service Agent - Hybrid Working Roles
Rotherham, England, United Kingdom 2 days ago
Sheffield, England, United Kingdom 1 month ago
Customer Service Representative Agent Work From Home - Part-Time Focus Group Panelist
Sheffield, England, United Kingdom 6 days ago
Call Center Representative Agent Work From Home - Part-Time Focus Group Panelist
Sheffield, England, United Kingdom 6 days ago
Kiveton Park, England, United Kingdom 3 weeks ago
Mirfield, England, United Kingdom 3 weeks ago
Barlborough, England, United Kingdom 2 days ago
Barlborough, England, United Kingdom £24,000.00-£24,200.00 1 month ago
Thurcroft, England, United Kingdom 2 weeks ago
Ossett, England, United Kingdom 2 weeks ago
Clayton West, England, United Kingdom 5 months ago
Sheffield, England, United Kingdom 3 days ago
Wakefield, England, United Kingdom 3 weeks ago
Ferrybridge, England, United Kingdom 2 weeks ago
Barlborough, England, United Kingdom £24,000.00-£24,200.00 1 month ago
Kiveton Park, England, United Kingdom 2 weeks ago
Hellaby, England, United Kingdom 2 weeks ago
Ferrybridge, England, United Kingdom 1 week ago
Holmewood, England, United Kingdom 1 week ago
Sheffield, England, United Kingdom 4 days ago
Derbyshire, England, United Kingdom 3 days ago
Kiveton Park, England, United Kingdom 2 weeks ago
Milton, England, United Kingdom 1 week ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr