Customer Service Advisor

2 weeks ago

Sheffield, Sheffield, United Kingdom Tes Global Full time
Full time, permanent


Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers.

All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.


Role overview:


Key to this role is ensuring we meet agreed SLA's (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.

Key Responsibilities

  • Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner
  • Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
  • Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
  • Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
  • Provide technical support and assistance to customers throughout their contract lifetime.
  • Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
  • Work effectively as a team and autonomously
  • Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
  • Be able to communicate effectively and listen to a customer's specific situation and needs
  • Process advert requests and queries from our customer base
  • Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement
  • Follow escalation procedures for technical and product development issues, liaising with internal and external partners
Assist other areas of the Operations department when necessary due to demand


Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu.

What will you need to succeed?

Essential Skills & Experience

  • Proven experience in effectively communication with customers, clients or similar
  • Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
  • Collaborative approach and the ability to build internal relationships both within the team and the wider business
  • Ability to take initiative, be selfmotivating, act proactively
  • Working within a multi skilled environment
  • Have a very positive work attitude including flexibility and willingness to work
  • Initiative and ability to make informed decisions within the remit of their role
Desirable Experience

  • Management of customer complaints
  • Working in a highvolume environment to meet customer expectation
  • Working in an environment with remote teams
  • Experience of Salesforce/CRM systems
  • IT literacy and demonstrable commitment to continuous improvement of the Customer Experience

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