Teacher Support Advisor

Location: Sheffield, UK or Remote working

Annual Salary: £22,308 Pro Rata

Contract: 37.5 Hours per week

Line Manager: Kevin Williams

Recruiter: Meikay Cheng

This is a remote position with the opportunity of working from our head office in Sheffield if you prefer. Your hours will be spread across the week including some late shifts and weekend shifts (Tuesday - Saturday between 7am and 10pm). Full training will be provided and you would need to work 9am-5.30pm Mon-Fri for the first two weeks for training.

As Twinkl develops we want to ensure that whenever a teacher has an issue or needs our help that we can provide the best service and help them as quickly as possible. As such we are looking for enthusiastic educators to join us to help Twinkl members across the globe.

Ongoing projects/how you’ll spend your day:

You’ll be joining our exceptionally lovely customer support team to help provide our members with a world-class customer service experience! You’ll be working as part of an established team of teachers answering queries via phone, email, social media, and Twinkl’s messenger tool. You'll help our members get the most out of their subscription by answering any questions they have quickly and efficiently. You’ll advise educators and parents around the world on our resources, memberships, and accounts.

To succeed in the role, you will:

As a Teacher Support Adviser, you’ll be the first point of contact for our customers. As such, you’ll be an expert on our products, services and resources, acting as an ambassador for the brand by living and breathing our values: Lead the way, go above and beyond, do the right thing and be lovely.

In this role, you will:

• effectively solve problems for Twinkl members around the world in regards to their account and membership via phone and written communications.
• assist educators, parents and carers with finding resources based on a given criteria.
• communicate with tech advisers to help solve technical queries.
• communicate with resource creators and designers to request new resources and amendments to current resources as suggested by Twinkl members.
• educate customers on our memberships without selling.
• build transferable skills such as time management, listening skills, and adaptability.
• work closely with product owners, segment managers, and country managers to keep up-to-date with changes, and support TwinklCares with answering queries.
• develop side projects whilst meeting targets.

You’ll work with:

• customer facing teams including customer support, schools, marketing, social media, product owners, segment managers and country managers.
• other departments across the company as well as any partner companies within the Hive as and when required.

Requirements

Core Skills:

• A background of teaching from within the classroom
• A good understanding of the current UK curriculum
• Excellent communication skills with attention to detail, a thorough understanding of spelling and grammar, and a good phone manner
• Strong IT skills & understanding of IT systems
• Facilities to work efficiently from home (reliable internet and access to own computer)

Beneficial but not essential:

• A background of working within a customer support environment
• A thorough understanding of social media

Soft Skills:

• Is good fun to be with and has the ability to communicate well with others
• Is organised, able to work to deadlines, and manages time effectively
• Is able to communicate with colleagues and our external partners effectively, both written and verbally
• Has a hard work ethic, is passionate, driven and loves what they do
• Is honest, trustworthy and reliable
• Produces quality work and is ready to learn new skills

Qualifications & Experience:

• PGCE qualified or Level 3 Teaching Assistant or equivalent
• A to C in GCSE Maths & English

Benefits

If you require a reasonable adjustment to the application/selection process to enable you to demonstrate your ability to perform the job requirements please include this at the foot of your covering letter. This will help us to understand any modifications we may need to make to support you throughout our selection process.

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process.
• Flexible working with opportunities to work from home.
• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
• Continuous Professional Development (CPD) - Our ever-evolving program includes: Monthly progression reviews, Twinkl’s Management Scheme, commercial awareness training, leadership coaching quads, career chats and mentoring.
• Plus, Westfield Health, life insurance, 29 annual leave days per year (inc bank holidays) & company sick pay.