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- Tasks: Support customers via email, phone, and webchat while resolving their queries.
- Company: Join a dynamic team in Sheffield, focused on customer satisfaction and support.
- Benefits: Enjoy hybrid work, 25-30 days leave, free snacks, and health perks.
- Why this job: Be part of a vibrant culture that values your input and fosters growth.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Weekend work may be required during peak times, with time off in lieu.
The predicted salary is between 28800 - 43200 £ per year.
Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
Job Description
Posted Friday 13 March 2026 at 05:00
Job Title: Customer Support Advisor
Department: Schoolcloud – Operations
Location: Sheffield
Working Pattern: Hybrid – includes 3 days a week in the office
Contract Type: Full time, permanent
Salary: £25,057.50
Tes – Who We Are
At Tes we are on a mission topower schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed.From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years
Role overview
As a Customer Support Advisor, you will deliver outstanding support across email, phone, and webchat. You’ll build strong relationships with customers, ensure smooth issue resolution, and play a key role in capturing customer feedback to improve products and services.
This role is varied, fast‑paced, and integral to meeting service level agreements and maintaining a high‑quality customer experience.
Key Responsibilities
- Manage, resolve, and log customer enquiries across all support channels.
- Partner with internal teams and external stakeholders to resolve issues.
- Take full ownership of enquiries to resolution.
- Meet all SLA requirements for transactional and subscription customers.
- Provide technical guidance and support throughout customer lifecycle.
- Meet defined quality standards and maintain accurate administration.
- Work both independently and within the team.
- Handle technical queries, complaints, suggestions, and positive feedback.
- Demonstrate strong communication and active listening skills.
- Follow escalation procedures where needed.
- Support wider Operations team where required.
What will you need to succeed?
- Strong customer service experience in calls, email, or similar support settings.
- Ability to perform in high‑volume environments.
- Experience working with remote teams.
- Salesforce/CRM experience beneficial.
- Strong IT literacy and a passion for improving customer experience.
- Self‑motivation, initiative, and the ability to adapt quickly.
- Positive, flexible attitude and strong decision‑making skills.
Our Values
- We work together – We collaborate, support learning, and build trust.
- We include everyone – We value diversity and ensure everyone has a voice.
- We take ownership – We take responsibility and drive things forward.
- We never stand still – We innovate, improve, and challenge the status quo.
- We do it for them – We work to create the best outcomes for educators and learners.
What do you get in return?
- 25 days annual leave rising to 30
- My Benefits World access
- Free eye care
- Life Assurance
- Cycle to Work scheme
- Employee Assistance Programme
- Quarterly social events
- Access to extensive learning & development programmes
Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
#J-18808-Ljbffr
Customer Support Advisor employer: Tes
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Familiarise yourself with our products and services. Having a strong understanding of what we offer will not only help you answer customer queries effectively but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult situations. Role-playing scenarios with friends or family can help you feel more confident in managing customer complaints and inquiries.
✨Tip Number 3
Showcase your ability to work in a team by sharing examples from previous experiences where collaboration led to successful outcomes. This will highlight your fit for our collaborative work environment.
✨Tip Number 4
Be prepared to discuss how you manage your time and prioritise tasks, especially in a high-volume environment. Sharing specific strategies you've used in the past can illustrate your ability to meet SLAs effectively.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the role of a Customer Support Advisor.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, communication skills, and any relevant achievements. Use bullet points for clarity and focus on quantifiable results where possible.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully handled customer interactions in the past and how you can contribute to their team.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Customer Support Advisor role.
How to prepare for a job interview at Tes
✨Showcase Your Communication Skills
As a Customer Support Advisor, effective communication is key. Be prepared to demonstrate your ability to listen actively and respond clearly. Use examples from your past experiences where you successfully resolved customer issues through effective communication.
✨Understand the Company and Its Products
Familiarise yourself with the company's products and services. This will not only help you answer questions confidently but also show your genuine interest in the role. Prepare to discuss how your knowledge can enhance customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've effectively handled customer complaints or technical issues. Highlight your approach to problem-solving and how you ensure customer satisfaction while adhering to SLAs.
✨Exhibit a Positive Attitude
A positive work attitude is essential for this role. During the interview, convey your enthusiasm for helping customers and your willingness to adapt to various situations. Share examples that reflect your flexibility and proactive nature.