MyTutor is the UK’s leading online platform for one-to-one learning, and we're on a mission to improve education for everyone in the UK and beyond, (we’re expanding internationally). We’re building a future where access to high quality learning is stress-free for those who can afford it, and funded for those who can't.
Our handpicked community of tutors work online with students from all walks of life, and have already given over half a million lessons. We’re proud of the fact that over 1,300 schools have also chosen to work with us, and that we’ve earned a Trustpilot rating of 4.8/5. (You can also check out our tutors’ ratings here.)
Our team of nearly 300 is distributed across the UK, meaning we encourage a hybrid culture that supports collaboration and flexibility. We are a learning organisation and hope to work with more people who are passionate about doing great work and improving every day.
We always prioritise our team wellbeing and development. Everyone has the option to use our hotdesking app, Desana, to book a table and room at our coworking office near Spitalfields, London.
Every role at MyTutor is open to applications from all sections of society. We see potential in every individual regardless of: race, ethnic origin or nationality; religion or belief; physical or neuro-ability; socio-economics or age; marital, domestic or civil partnership status; sexual orientation, gender identity, or any other characteristic that makes you… well, you.
We are committed to conscious inclusion to create a sense of belonging, connection and shared purpose within our teams. We know it’s the right thing to do, and we know it will make us all happier, fulfilled, and successful in our work. You can also find a copy of our current Gender Pay Gap report here and we are continuing to build our roadmap of creating a more diverse and inclusive workforce.
What’s it all about?
You’ll join our tight-knit frontline Operations team in a friendly, high-growth environment. We pride ourselves on delivering a fantastic experience throughout our customers’ tuition journeys, whether it’s for 1 lesson or 100. As an Executive in one of our Customer Operations Teams, you’ll be the first point of contact for any of our users who have questions, problems and feedback. You’ll be the face of MyTutor, and for many customers, their first impression of the company.
No previous experience working in education is necessary; we have excellent in-house specialists and top talent from the industry to train and support you!
Requirements
The Day to Day
- Support parents and learners by helping them make the most of the MyTutor platform and their tutoring sessions, and working closely with our Sales and Success teams to ensure families have a fantastic experience from their first tutorial onwards.
- Assist tutors throughout their journey with us, from supporting their initial application to helping ensure the best experience for their students once they're regularly working on the platform.
- Support the teachers we work with via our Schools Programme on setting up and perfecting their tuition programmes and supporting changes throughout the programme's life.
- Work according to our Workforce Management System’s rota setup, to support customers via specific channels and tasks as demand requires.
- Communicate with our customers in a friendly and open manner across all our contact channels, providing practical support and gaining a deep understanding of their needs and pain points.
- Where necessary, liaison between parents, students and tutors to resolve issues and ensure their lessons run smoothly and they communicate effectively.
- Be a proactive team member by acting on customer feedback and suggesting new ways to improve our sales processes and customer experience, keeping the customer at the front of everyone's mind.
- Be part of a busy but energising department - you'll be able to prioritise tasks and bring energy to the team.
Who will you be?
- You're at ease empathising with the needs of parents, students, teachers, and tutors and feel driven to support them to deliver good customer outcomes.
- You learn quickly, work hard and enjoy finding quicker and more effective ways of solving problems.
- You're excited about working at a fast-paced scale-up in the education space, supporting parents, tutors, teachers and pupils across the UK, and the fast pace of change this environment fosters.
- You have a natural phone manner and strong written communication skills.
- You are comfortable working across several communication channels, including WhatsApp, livechat, phone and email.
- You're motivated by collaborating with teammates to achieve best-in-class customer satisfaction and response rates.
- You have experience working with customers in person or via email/phone.
- You enjoy working in a high feedback environment with feedback to help you provide even better service from customers, your Team Leader and our internal Training & Quality team as part of your day-to-day role
Contract Types (two available)
1. Four Day Week - 37hrs (Full Time)
- Wednesday - Friday/ 8am - 7pm & Saturday from 9am-5pm
- 25 days annual leave
- £25,000
We would be open to hearing from candidates interested in this working pattern with different weekdays.
2. Term Time - 30hrs (Part Time) - £16,000 (£12.02p/h)
- Monday to Friday/10am - 4pm or 11am - 5pm
- Pay will be paid in equal instalments, on a monthly basis over the course of the year
- Annual leave will be 1 week + you will automatically be allocated leave as follows: October, February and May Half Term - 1 week each (3 weeks total), Christmas and Easter 2 weeks each (4 weeks total), Summer 6 weeks total
We would also be open to hearing from candidates interested in the Term Time contract who would like to work more than 30 hours, or include a Saturday as one of their working days.
Interview process
- 1st stage: Intro call with our Senior Talent Partner - Chloe (30 minutes via G-Meets)
- 2nd stage: Complete a written task & talk through your finished task during an interview with two of our Operations Managers. (1 hour via G-Meets)
- 3rd stage: Cultural/Values based interview with an Operations Manager (45 minutes via G-Meets)
Benefits
- We are happy for you to do this role remotely, however we have our MyTutor HQ in Spitalfields where you are also welcome to work some or all of the time as you prefer. We have a termly full company get-together at our Termly Business Reviews that we'd love to see you at in person.
- A wide range of communities: Diversity, Equity & Inclusion, Pride Network, Women’s Network, Heritage Network and Neurodiversity Network
- Inclusive Policies that safeguard and enable LGBTQ+ staff to flourish
- Investment in your learning with a personal L&D budget of up to £350 (pro-rated for part-time employees)
- Workplace nursery scheme
- Workplace pension
- Private Healthcare option through BUPA (Available after 3 months of service at MyTutor)
- 4 week paid sabbatical after 5 years of working at MyTutor
- Enhanced parent policies
- Cycle, tech and gym schemes
- Mentor/mentee scheme
- Regular team events & socials
- A culture that champions well-being with workshops and 1:1 coaching
•
Last updated on Sep 22, 2023