Senior Higher-Ed Support Lead - SITS Specialist

Tribal Group; United Kingdom; Remote; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Health Cash Plan

Private Medical Insurance and Employee

Employee Assistance Programme

Generous parental leave package

Buy or sell holiday

Working overseas for up to 8 weeks per

E-Learning Opportunities

Volunteer Days

Achievers rewards platform

Job summary

Tribal Group is seeking a Senior Customer Support Consultant to join the SITS team, delivering professional application level support to Higher Education customers around the Statutory and Student System Tools. You will provide technical and operational support via telephone, email and remote assistance, guiding customers and colleagues with expert product knowledge.

This role emphasizes leadership within the support team, proactive communication, effective incident management, and continuous

Qualifications

• Experience within the Higher Education sector.
• Proven ability to deliver strong customer experience.
• Deep knowledge of Tribal’s SITS system, ideally the admissions module.

Responsibilities

• Lead effective management of customer incidents across phone, email, portal and user groups with SLAs and KPIs.
• Maintain proactive communication, provide progress updates and ensure customer success.
• Prioritize workload and identify recoverable time while supporting commercial objectives.
• Build collaborative relationships with internal teams and external stakeholders.
• Develop expert knowledge of the SITS product suite and act as a trusted advisor.
• Promote best practices in SITS usage and guide customers to optimal use.
• Contribute to continuous service improvement by spotting recurring issues and suggesting enhancements.
• Support creation of high-quality customer-facing documentation such as FAQs and guides.
• Encourage knowledge sharing and a high-performance, continuous improvement culture.

Skills

Higher Education experience

Customer experience

SITS knowledge (admissions module)

Job description

Tribal Group is seeking a Senior Customer Support Consultant to join the SITS team, delivering professional application level support to Higher Education customers around the Statutory and Student System Tools. You will provide technical and operational support via telephone, email and remote assistance, guiding customers and colleagues with expert product knowledge.

This role emphasizes leadership within the support team, proactive communication, effective incident management, and continuous