Teacher Support Advisor - GERMAN SPEAKING POSITION

Twinkl Educational Publishing; Sheffield; Remote; GBP 40,000 - 60,000

Job description

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Teacher Support Advisor - GERMAN SPEAKING POSITION

Job Reference: twinkl/TP/655/547

Number of Positions: 1

Contract Type: Contract

Salary: £23,400 per annum

Working Hours: 37.5

Location: Sheffield

Closing Date: 09/04/2025

Job Category: Customer

Job Introduction

Location: Remote, Based in UK

Line Manager: Kevin Williams

Join our exceptional customer support team as a Teacher Support Adviser and provide a world-class service to educators across the globe. Resolve member queries, assist with resource recommendations, and collaborate with various teams to support our mission, all while working remotely or from our Sheffield office.

This is a remote position with the opportunity of working from our head office in Sheffield if you prefer. Your hours will be spread across the week including some late shifts and weekend shifts. Full training will be provided, and you will need to work 9am-5.30pm Mon-Fri for the first two weeks for training.

Ongoing projects/how you’ll spend your day:

You’ll be joining our exceptionally lovely customer support team to help provide our members with a world-class customer service experience! You’ll be working as part of an established team of teachers answering queries via phone, email, social media, and Twinkl’s messenger tool. You'll help our members get the most out of their subscription by answering any questions they have quickly and efficiently. You’ll advise educators and parents around the world on our resources, memberships, and accounts.

To succeed in the role, you will:

As a Teacher Support Adviser, you’ll be the first point of contact for our customers. As such, you’ll be an expert on our products, services, and resources, acting as an ambassador for the brand by living and breathing our values: Lead the way, go above and beyond, do the right thing, and be lovely.

In this role, you will:

1. Effectively solve problems for Twinkl members around the world regarding their account and membership via phone and written communications.
2. Assist educators, parents, and carers with finding resources based on given criteria.
3. Communicate with tech advisers to help solve technical queries.
4. Communicate with resource creators and designers to request new resources and amendments to current resources as suggested by Twinkl members.
5. Educate customers on our memberships without selling.
6. Build transferable skills such as time management, listening skills, and adaptability.
7. Work closely with product owners, segment managers, and country managers to keep up-to-date with changes and support TwinklCares with answering queries.
8. Develop side projects whilst meeting targets.

You’ll work with:

Customer-facing teams including customer support, schools, marketing, social media, product owners, segment managers, and country managers, as well as other departments across the company and any partner companies within the Hive as and when required.

We're interested in anyone who meets one, or a combination of the following:

Core Skills:

1. A background of teaching from within the classroom.
2. A good understanding of the current UK curriculum.
3. Excellent communication skills with attention to detail, a thorough understanding of spelling and grammar, and a good phone manner.
4. Strong IT skills & understanding of IT systems.
5. Facilities to work efficiently from home (reliable internet and access to own computer).
6. A strong level of written and verbal German language knowledge.

Beneficial but not essential:

1. A background of working within a customer support environment.
2. A thorough understanding of social media.

Soft Skills:

1. Is good fun to be with and has the ability to communicate well with others.
2. Is organised, able to work to deadlines, and manages time effectively.
3. Is able to communicate with colleagues and our external partners effectively, both written and verbally.
4. Has a hard work ethic, is passionate, driven, and loves what they do.
5. Is honest, trustworthy, and reliable.
6. Produces quality work and is ready to learn new skills.

Qualifications & Experience:

1. PGCE qualified or Level 3 Teaching Assistant or equivalent.
2. A to C in GCSE Maths & English.

If you require a reasonable adjustment to the application/selection process to enable you to demonstrate your ability to perform the job requirements, please include this at the foot of your covering letter. This will help us to understand any modifications we may need to make to support you throughout our selection process.

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process.
• Diversity, inclusion, and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech, and Working Parents.
• From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive of bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home, and Twinkl subscriptions.
• Quarterly company awards programme.
• Seasonal events.
• Cervical and Prostate screening.
• Company sick pay after 3 months of service.
• After probation - cycle-to-work scheme.
• Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay, and enhanced paternity pay, long service award, long service annual leave.