At a Glance
- Tasks: Support customers by resolving queries and enhancing their experience with our products.
- Company: Join Tes, a global leader in Edtech, empowering educators worldwide.
- Benefits: Enjoy 25 days annual leave, a pension scheme, and access to various perks.
- Other info: Hybrid working model with opportunities for professional growth and collaboration.
- Why this job: Make a real difference in education while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 40500 - 49500 £ per year.
Location: Sheffield or Talbot Green
Working Pattern: Hybrid, includes 3 days each week in the office
Contract Type: Full time, permanent
Salary: £26,091
Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head‑on.
Role Overview
Support customers to realise value from their products through delivering a high-quality, consistent, multi-product service. This role underpins customer value realisation and operational delivery, resolving the majority of customer in‑life interactions end‑to‑end while driving a continuous improvement approach to enhance the overall customer experience.
Key Responsibilities
- Deliver reliable, high quality service across multiple products, resolving most customer queries from start to finish.
- Accountable for the customer in‑life service, minimising hand‑offs and escalating to product specialist support where required.
- Capture customer feedback and issues to support insight, customer success, improve retention and customer value.
- Contribute to the Service Chapter, strengthening standards, capability and ways of working across global support teams.
What will you need to succeed?
Successful people in this role will demonstrate:
- Troubleshooting: Resolves multi‑channel customer inquiries efficiently, utilising internal diagnostic tools to identify user errors or platform bugs. Ensures every ticket is tagged with accurate data to enable product and engineering teams to resolve escalated bugs or add to product backlogs.
- Proactive Engagement & Value Discovery: While resolving active tickets, performs a "Quick-Scan" of the account's health, identifying under‑utilised features or outdated configurations. Proactively provides the user with "Proactive Tips" or a link to a Best Practice guide to prevent future support needs and maximise product value.
- Stakeholder Communication: Translates technical solutions into clear, user‑friendly and actionable instructions for end users. Maintains high CSAT scores by managing expectations and providing "Next Steps" that empower users to solve similar issues independently in the future.
- Operational Efficiency: Identifies recurring documentation and knowledge base gaps where users are consistently confused despite the product working correctly. Proactively creates or updates Knowledge Base articles and submits them for approval to enable self‑service and reduce avoidable Tier 1 support volumes.
- Commercial Awareness: Recognises churn signals, such as a drop in user activity or frequent complaints about core features, and flags them to the Customer Success team. Can identify when a user is asking for a feature available in a higher‑tier plan or another product within the ecosystem and routes the lead to Sales or Customer Success teams.
Our Values and Ways of Working
To build the best possible working environment for us all, it is vitally important that every member of the team embraces and demonstrates the behaviours that embody our values.
- We work together: You're committed to building a trusting and open culture. You welcome feedback from everyone with an open and willing mindset. You nurture the development of others, supporting testing and learning from mistakes positively.
- We include everyone: You naturally collaborate and ensure that inclusivity allows us to take full advantage of cognitive diversity. You're naturally empathetic with others and are able to create development and growth with honesty, supporting those in and outside of your team.
- We take ownership: You battle complacency in all its forms and take ownership to move things forward. You can be agile and progress in small steps, but you don't leave it to others to correct your mistakes or pick up after you.
- We never stand still: You are agile, with a mentality of "how can we" rather than "why can't we". It isn't about breaking rules, but about being tenacious and innovative. You look to create greatness, even if achieved slowly through many incremental improvements.
- We do it for them: You are passionate about creating an environment where everyone around you can be motivated, enthused and empowered to do their best work. With everyone motivated to do their best, teachers, students and parents all gain the ultimate value and support.
Success in Role
Success in this role will be measured through:
- Consistent delivery of high quality, timely first‑contact resolution across all supported products.
- Reduced hand‑offs and faster end‑to‑end issue resolution through effective ownership and triage.
- Positive customer feedback and a reduction in complaints and escalations.
- Demonstrated contribution to overall operational performance, including service reliability, quality, consistency and continuous improvement.
- Effective collaboration within Customer Management and with wider internal teams to resolve issues and improve customer outcomes.
- Contribution to maximising customer lifetime value through strong in‑life support and issue resolution.
What do you get in return?
- 25 days annual leave rising to 30
- 5% pension
- State of the art offices
- Access to a range of benefits via My Benefits World
- Free eye care cover
- Life Assurance
- Cycle to Work Scheme
- EAP (Employee Assistance Programme)
- Quarterly Tes Socials
- Access to an extensive Learning and Development menu
Who are Tes?
Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head‑on. Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up‑to‑date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education. Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well‑managed learning environment. With Tes, excellence in education is not just a goal, it's a sustainable and rewarding reality.
Customer Service & User Support Associate in Llantrisant employer: Tes Global
At Tes, we pride ourselves on being an exceptional employer, offering a dynamic and collaborative work culture that fosters innovation and continuous learning. With state-of-the-art offices in Sheffield and London, our hybrid working model allows for flexibility while ensuring you are part of a vibrant team dedicated to empowering educators worldwide. We provide extensive employee growth opportunities, including access to a comprehensive Learning and Development menu, alongside competitive benefits such as generous annual leave and a supportive work environment that values transparency and technical excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & User Support Associate in Llantrisant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tes Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tes Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & User Support Associate in Llantrisant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tes Global:Your cover letter is your chance to shine! Tell us why you want to work at Tes Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tes Global!
How to prepare for a job interview at Tes Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
