Customer Success Specialist

Tes; Talbot Green; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a Customer Success Specialist to enhance client experiences with their Payroll and HR software. This role involves proactive customer support, ensuring seamless onboarding, and delivering tailored training solutions. You will play a crucial part in helping clients navigate their systems, troubleshoot issues, and achieve their objectives. With a commitment to innovation in education technology, this position offers a dynamic work environment where your contributions will directly impact customer satisfaction and success. Join a passionate team dedicated to empowering educators and making a difference in schools worldwide.

Benefits

25 days annual leave rising to 30

State-of-the-art city centre offices

Access to My Benefits World

Discounted city centre parking

Free eye care cover

Life Assurance

Cycle to Work Scheme

EAP (Employee Assistance Programme)

Monthly Tes Socials

Extensive Learning and Development opportunities

Qualifications

• Experience in customer success or training roles preferred.
• Ability to manage large data volumes and adapt to new software.

Responsibilities

• Assist customers with onboarding and product training.
• Deliver high-quality setups and administration for clients.
• Provide exceptional customer service and manage concerns.

Skills

Communication Skills

Microsoft Excel

Problem-Solving

Organizational Skills

Interpersonal Skills

Adaptability

Education

Payroll Qualifications

Job description

01 May 2025

Title: Customer Success Specialist

Department: Operations

Location: Talbot Green (Hybrid, 3 days a week in office, 2 days from home)

6 Month Fixed Term Contract

Tes is an international provider of software-enabled services 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:

We are looking for Customer Success Specialists for our Payroll, HR, and budget planning software. The role is to proactively assist new and existing customers of all levels with onboarding, product training, and ongoing integration queries.

This includes ensuring smooth setup, training, and ongoing support for customers using Edupay and BPS solutions, identifying customer requirements, and delivering solutions tailored to their needs.

Key Responsibilities:

• Meet SLAs, including setup procedures, parallel runs, and onboarding admin for Payroll, HR, and budget planning systems.
• Deliver high-quality setups and administration for clients using Edupay and BPS software.
• Conduct accurate parallel runs, troubleshoot, and correct data issues where necessary.
• Provide implementation calls to gather requirements, outline onboarding processes, set expectations, and deliver system training.
• Work as a team to follow up on outstanding data and manage client delays effectively.
• Provide detailed training to ensure customer functionality and understanding post-sale.
• Deliver exceptional customer service and manage customer concerns to improve their experience.
• Consistently meet objectives and KPIs relating to personal and team productivity.
• Demonstrate passion for Tes products and communicate this to customers.

What will you need to succeed?

Experience:

• Previous Payroll customer service experience preferred but not essential.
• Proven experience in customer success, retention, or training roles.
• Payroll qualifications (e.g., Chartered Institute of Payroll Professionals) are advantageous.

Skills:

• Excellent communication (verbal, written, and presentational) with diverse customer types.
• Proficient in using Microsoft Excel and managing large data volumes professionally.
• Strong problem-solving, organizational, and interpersonal skills.
• Adaptability to change and ability to learn new software quickly.

What do you get in return?

• 25 days annual leave rising to 30
• State-of-the-art city centre offices
• Access to My Benefits World
• Discounted city centre parking
• Free eye care cover
• Life Assurance
• Cycle to Work Scheme
• EAP (Employee Assistance Programme)
• Monthly Tes Socials
• Extensive Learning and Development opportunities

Who are Tes?

Tes has been supporting the education sector for over a century, evolving alongside education itself. With over 13 million educators in its community and partnerships with 25,000 schools worldwide, Tes offers recruitment solutions, continuous professional development, safeguarding training, and expert classroom tools.

Our vision is to empower schools and enable great teaching worldwide by creating intelligent online products and services that make a difference in education.

We are proud of our people-centric culture and offer mentoring, career enhancement programs, and a commitment to diversity and inclusion.