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  • London
  • fulltime
  • ₤28,000 a year
  • -
  • About Third Space Learning
    Here at Third Space Learning, our mission is to ensure every student is able to access great quality online tuition to help them succeed in, and love, their learning. For too long, tutoring has been the preserve of a fortunate minority and we seek to address that by working in partnership with schools to provide additional weekly one to one maths tutoring to the pupils who need it most.

    We do this by recruiting passionate and enthusiastic undergraduates and graduates from emerging markets - namely India and Sri Lanka - and providing them with extensive training and development to form a global tutor community capable of delivering personalised and accessible tuition to schools at scale.

    In the last year, we have grown from 7,000 to 24,000 weekly lessons across over 1,400 primary and secondary schools in the UK. We are just getting started and the scale of the problem we seek to solve is significant; there are 1.7 million disadvantaged students in the UK, and millions more in English speaking markets globally (we are currently launching in the US!).

    The Role

    The Account Manager role sits within the Customer Success and Retention Team. As an Account Manager you will be responsible for your own cohort of schools, monitoring their experience throughout the academic year. Using data and customer insights you will proactively identify any schools who are struggling and reach out to provide guidance or resolve any issues.

    As your schools main point of contact you will guide them through setting up their pupils, monitor their in session experience and ultimately aim to build a relationship with them as we move through the Academic year up until our main retention cycle in the Summer Term. During the retention cycle it will be your responsibility to contact all of your schools, discuss their experience to date and talk them through renewing their contract for the following year.

    You need the ability to work quickly and efficiently in a fast moving environment. The current team handles a high amount of incoming queries. You need to be comfortable both to build a rapport with someone over the phone and effectively communicate over email and live chat.

    Responsibilities and tasks include:

    Relationship Management

    • Build and maintain strong relationships with leadership at your cohort of schools.
    • Be the first point of contact for your school's queries and issues.
    • Deal with any issues effectively and efficiently to delight our customers and hit our KPI’s.

    Experience Monitoring

    • Use internal data and customer insights such as NPS to identify schools not having a good experience.
    • Report on any issues schools are experiencing and track progress to resolution.
    • Use data and create reports to track progress towards meeting both individual and team KPI’s.

    Internal documentation and reporting

    • Ensuring all your interactions with customers are recorded and kept up to date.
    • Communicating and coordinating with the wider team to ensure a seamless customer experience for everyone we work with.
    • Frequently report to the wider company on school experience.

    You will also be involved in ad hoc tasks and projects which come up within the team and wider company where needed, such as:

    • General customer support
    • Upsell and Retention calls
    • Providing feedback to the other teams in order to improve user experience
    • Working on tasks with other teams during school holidays

    What we're looking for

    We’re looking for tenacious and empathetic team members with good communication skills. You’ll be both passionate about what we do and a friendly person who is able to relate well to people they’ve just met.

    We’re looking for:

    • Good written and verbal communication skills
    • Excellent personal organisation and attention to detail
    • Ability to build a rapport with customers over the phone
    • Ability to learn quickly
    • A positive can-do attitude
    • Willing to work independently as well as in a team, taking initiative to ensure tasks are managed effectively and efficiently
    • Clear passion and enthusiasm for our mission
    • Working hours will be 8am - 5pm, Monday - Friday
    • The role is not fully remote. The ability to work in our Aldgate East office 3 days a week is required.

    We’d also love to find someone with...

    • Experience in Education.
    • Experience in customer service or support.
    • A good understanding of how to troubleshoot tech and audio issues.

    If you meet at least some of these criteria and think you are a good fit for the role, then please apply. The above criteria act as a guide as to the sort of experience that would set someone up for success in this role. We’d love to hear from you if you think you have what it takes to give our customers the best possible experience, even if you don’t tick every box.

    Benefits

    • £28K starting annual salary
    • Private healthcare
    • Private dental insurance
    • 25 days holiday (+ loyalty holiday days for every 6 months worked at TSL)
    • Initial training and proactive ongoing support throughout the role
    • Opportunity to spend time in our office in Sri Lanka
    • Work with a fun and ambitious team, passionate about building a tech start-up and having a social impact on the world
    • Opportunity to grow your career in one of the fastest growing EdTech businesses in London

    To apply, please send your CV and a short covering note on why you are interested in working at Third Space Learning.

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