At a Glance
- Tasks: Support tutor relations with recruitment, onboarding, and operational tasks in a dynamic environment.
- Company: Join an award-winning EdTech company transforming education through innovative tutoring solutions.
- Benefits: Competitive salary, hybrid work, casual dress code, and generous annual leave.
- Other info: Enjoy regular socials and a supportive workplace culture.
- Why this job: Be at the heart of a mission-driven team making a real impact in education.
- Qualifications: Organised, tech-savvy, and excellent communication skills are essential.
The predicted salary is between 27000 - 35000 £ per year.
About the Role
We are looking for a highly organised, proactive and adaptable Tutor Operations and Community Administrator to join our team, supporting our tutor relations team across The Profs Group.
This is a varied, hands-on role at the centre of our tutor relations team.
You'll provide reliable administrative and operational support throughout the full tutor lifecycle across recruitment, onboarding, compliance, quality, engagement, payments and technical support.
About the Profs
The Profs is an award-winning and innovative Ed Tech business providing higher education tutoring and admissions consulting to clients and institutions around the world.
Since our founding in 2015, The Profs has been driven by a clear mission: to combine exceptional tutoring with innovative technology to help students achieve their personal and academic goals.
Our commitment to excellence has been consistently recognised, with The Profs ranked as Trustpilot’s highest-rated tutoring company for eight consecutive years.
We’ve been named the UK’s top tutoring company by Education Investor, awarded the King’s Award for Enterprise for International Trade and received an innovation grant from the Department for Education.
Our founders have also been celebrated with awards including Forbes 30 Under 30 and Young Entrepreneur of the Year.
Responsibilities
- Recruitment & Tutor Onboarding
- Review the tutor applicant funnel.
- Follow-up with tutors throughout onboarding - ensuring profiles are compliant with company requirements and all required documentation is verified.
- Monitor tutor availability and identify potential supply gaps.
- Community Communication & Engagement
- Manage our intercom help centre, owning daily triage, responses and resolution.
- Respond to tutor queries promptly and professionally, resolving issues wherever possible.
- Support the Trustpilot review programme.
- Coordinate routine tutor feedback surveys.
- Support initiatives to improve tutor availability, utilisation and engagement.
- Tutor Quality & Performance
- Provide support for complex tutor and student queries, issues and escalations.
- Support the monitoring of tutor performance.
- Identify recurring issues and flag opportunities to improve tutor quality and operational processes.
- Complaints and Issue Resolution
- Responsible for the initial triage of complaints or issues that come through our intercom help centre.
- Ownership of complaints or user product issues - investigate what has happened, identify the best resolution and action this, communicating with the complainant throughout.
- Escalate issues to senior members of the team when necessary.
- Compliance & Safeguarding
- Support tutor tax, references and background-check verification.
- Help investigate tutor conduct, escalating sensitive or higher-risk matters appropriately.
- Support with GDPR-related operational processes, including data access and deletion requests.
- Payment Operations
- Monitor failed or delayed tutor payouts and investigate reasons for payment issues.
- Handle operational escalations from students and parents relating to payments and account issues.
- Investigate refund and charge queries and coordinate appropriate resolutions.
- Product & Technical Operations
- Investigate account, platform and product issues if they occur and determine the appropriate next steps.
- Clearly document and report bugs to the tech team.
What We're Looking For
We're looking for someone who is organised, comfortable in a fast-paced environment and personable.
You'll be working across two brands and collaborating across teams on a wide range of operational processes, so the ability to prioritise and adapt is essential.
You'll likely have
- Previous experience in an operations, administration, customer support, compliance or similar role.
- Confident with tech-based systems and processes.
- Strong organisational skills and the ability to manage multiple priorities and workflows at once.
- Excellent attention to detail.
- You’ll be a first point of contact for tutors- strong written and verbal communication skills is essential!
- A calm and professional approach to complex or challenging situations.
- Strong problem-solving skills and a willingness to investigate issues through to resolution.
- Good judgement around when an issue can be resolved independently and when it requires escalation.
- The ability to work independently and make sensible decisions within established processes.
- Confidence in learning new systems and processes quickly.
- A university degree
We’d love it if you also had
- An interest in the education sector
- Experience with CRM and payment systems
Important Information to know
- Annual salary: £27,000 - £35,000 depending on experience.
- Hours: Mondays - Fridays 9:00-18:00 (M)/9:00-17.00 (T-F)
- Location: This role is hybrid, with 3 days a week in office based Canary Wharf. In your first few weeks you’ll need to be in the office full time in order to be fully onboarded.
- Regular company socials
- Casual dress code
- 23 days annual leave plus bank holidays, increasing each year after 2 years of service (capped at 28 days)
- Weekly company PT session
- On-site gym
Tutor Operations and Community Administrator employer: Spires Online Tutoring
Join a multi award-winning online education company that values innovation and collaboration, offering a supportive team environment where your contributions directly impact the future of education. With flexible working hours, a generous benefits package including a company pension and 31 days of holiday, and ample opportunities for professional growth, this role is perfect for graduates eager to make a meaningful difference in the EdTech space.
StudySmarter Expert Advice🤫
We think this is how you could land Tutor Operations and Community Administrator
✨Dive into Digital Learning Communities
Join online forums and communities focused on digital education, like EdTech Meetups or LinkedIn groups. Engage actively—share ideas and insights, and you'll not only learn a ton but also connect with potential employers and thought leaders in the industry.
✨Showcase Your Teaching Skills
Create content that demonstrates your understanding of digital learning—think blogs, videos, or even free online workshops. This could catch the eye of companies like Spires Online Tutoring looking for innovative thinkers. Plus, it’s a great way to practice your presentation skills!
✨Utilise University Career Services
If you're still in education or have access to an alumni network, make the most of your university's career services. They often have exclusive job listings and workshops tailored to students wanting to break into full-time roles in education technology.
✨Apply Directly Via Company Websites
When you come across roles like Tutor Operations and Community Administrator at Spires Online Tutoring, make sure to apply directly through their website. It not only shows you're serious but sometimes you'll find positions listed there that may not be on job boards yet. Keep an eye on those!
We think you need these skills to ace Tutor Operations and Community Administrator
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at Spires Online Tutoring, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
Highlight Relevant Education and Certification:In the digital learning space, having a strong educational background can set you apart. Don't shy away from showcasing your degrees, certifications, or relevant courses related to e-learning, instructional design, or educational technology. We love seeing candidates who have actively invested in their learning journey!
Tailor Your CV to the Role:Your CV is your first impression, so let's make it count! Focus on your skills directly related to digital learning, such as course development, learning management systems, and data analysis. Be sure to show measurable results from your past roles to demonstrate your impact and effectiveness.
Craft a Compelling Cover Letter:In your cover letter, express not just your qualifications, but your vision for the future of digital education. Discuss how your experiences align with the mission of Spires Online Tutoring and highlight any innovative ideas you might have for enhancing learning experiences. This is your chance to connect with us on a deeper level!
How to prepare for a job interview at Spires Online Tutoring
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that Spires Online Tutoring might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
✨Showcase Your Creativity in Lesson Design
Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at Spires Online Tutoring.
✨Brush Up on Educational Trends
Stay in the loop with the latest trends in digital education, like gamification or personalised learning experiences. This will help you engage in meaningful discussions during the interview and demonstrate your passion for the field.
✨Prepare for Collaborative Scenarios
Expect to be asked about your experience working collaboratively with educators or other stakeholders. Consider discussing how you've contributed to a team effort in creating engaging educational content or improving student outcomes.
