Part-Time Senior Customer Operations Executive

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.

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.