Customer Support Advisor

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