Customer Service Manager

Tutorful; Sheffield; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

Tutorful is seeking a Customer Service Manager to oversee a team dedicated to providing exceptional service. You will lead and mentor the team, implement improvements, and ensure a positive customer experience while promoting a collaborative culture. This role offers competitive compensation and benefits within a dynamic environment focused on education.

Benefits

25 days of annual leave plus additional for service

Vitality Health Insurance

Professional development budget of £250

Remote-friendly environment

Employee Assistance Programme

Qualifications

• Minimum 3 years experience in customer service management role.
• Experience with AI automation solutions preferred.
• Ability to adapt to fast-paced environments.

Responsibilities

• Lead and coach the customer service team to achieve performance goals.
• Implement best practices and monitor team KPIs.
• Collaborate with other departments for process improvement.

Skills

Leadership

Communication

Customer Service

Problem Solving

Critical Thinking

Tools

Customer Service Software

Contact Centre Technology

Job description

About Tutorful

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.

Role Overview

The Customer Service Manager is responsible for overseeing the customer service team while ensuring the delivery of excellent customer service and support. The Customer Service Manager will be responsible for creating a strong and capable customer service team, and delivering a positive customer experience.

Salary

£40,000 - £45,000 dependent on experience

Responsibilities

• Lead, coach, and mentor the customer service team to achieve performance goals and deliver exceptional customer service.
• Support a culture of continuous improvement, responding to change and promoting a collaborative culture and sharing knowledge.
• Implement customer service best practices, performance management, resource management and ensure the team KPIs are adhered to.
• Set performance targets and KPIs for the team and regularly monitor their performance to ensure individual and team objectives are met.
• Promote a positive and motivating work environment to foster employee engagement and job satisfaction.
• Ensure adequate staffing levels and effective scheduling to meet customer demands.
• Implement quality assurance measures to maintain high standards of customer service and support.
• Conduct regular performance evaluations and provide feedback to team members to facilitate their professional growth.
• Collaborating with other teams to identify areas for process improvement and implementing strategies to enhance efficiency and service quality.
• Monitor customer feedback and use it to improve customer care processes and service delivery.
• Provide regular reports on team performance and customer service metrics to management
• Ensure customers are given excellent levels of service during all interactions
• Conduct training sessions to ensure that team members are equipped with the necessary skills and knowledge to deliver outstanding customer service
• Facilitate clear and effective communication between team members, other departments, and management.
• Lead and manage the sales team, owning performance outcomes, coaching for conversion, and ensuring delivery against revenue targets.
• Promote a culture of continuous improvement, process optimisation, and operational excellence
• Identify and implement opportunities for automation and AI integration to reduce manual effort, improve efficiency, and enhance the customer experience.
• Work cross-functionally with Marketing and Development teams to align messaging, product enhancements, and support processes with customer needs and feedback.

Skills required

• Minimum of 3 years of experience in a customer service management role
• Experience with contact centre technology, and deploying AI automation solutions
• Strong leadership abilities with the ability to motivate and inspire team members.
• Excellent written and verbal communication skills.
• Deep commitment to providing exceptional customer service.
• Ability to think critically and resolve customer issues.
• Proficiency in customer service software and tools.
• Ability to adapt to a fast-paced and ever-changing environment.

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
• £250 Professional development budget
• 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.