Customer Support Advisor

19 February 2025

Title: Customer Support Advisor
Department: Operations
Location: Talbot Green (Hybrid, 3 days in the office, 2 days from home)
Line Manager: Operations Manager

Role Overview:

Are you someone who thrives on problem-solving, has a passion for delivering excellent customer service, and wants to make a meaningful impact in the education sector? We are seeking a Customer Support Advisor to join our dynamic Operations team. In this role, you will be the primary point of contact for our customers, ensuring their needs are met with efficiency and empathy.

Key Responsibilities:

• Deliver exceptional customer support via email, phone, and webchat, ensuring all interactions meet our Service Level Agreements (SLAs).
• Build strong, trusting relationships with customers and advocate for their needs across the business.
• Resolve customer queries, from technical support to general inquiries, with a problem-solving mindset.
• Collaborate closely with internal teams to ensure seamless resolutions and optimal customer satisfaction.
• Maintain up-to-date knowledge of all Tes products to provide accurate advice and support.
• Occasionally assist with weekend work during peak times (with time off in lieu provided).

What You’ll Need to Succeed:

• Proven experience in customer service or client support, managing high contact volumes.
• Excellent communication and problem-solving skills with a customer-centric approach.
• A collaborative, proactive attitude with the ability to work independently.
• Flexibility, resilience, and a positive approach to meet the demands of a fast-paced environment.
• Ability to meet deadlines and handle multiple tasks efficiently.