Spires Online Tutoring
Tutor Operations and Community Administrator
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About the Role
We are looking for a highly organised, proactive and adaptable Tutor Operations and Community Administrator to join our team, supporting our tutor relations team across The Profs Group.
This is a varied, hands-on role at the centre of our tutor relations team. You'll provide reliable administrative and operational support throughout the full tutor lifecycle across recruitment, onboarding, compliance, quality, engagement, payments and technical support.
About the Profs
The Profs is an award-winning and innovative EdTech business providing higher education tutoring and admissions consulting to clients and institutions around the world.
Since our founding in 2015, The Profs has been driven by a clear mission: to combine exceptional tutoring with innovative technology to help students achieve their personal and academic goals.
Our commitment to excellence has been consistently recognised, with The Profs ranked as Trustpilot’s highest-rated tutoring company for eight consecutive years. We’ve been named the UK’s top tutoring company by Education Investor, awarded the King’s Award for Enterprise for International Trade and received an innovation grant from the Department for Education. Our founders have also been celebrated with awards including Forbes 30 Under 30 and Young Entrepreneur of the Year.
Responsibilities
Recruitment & Tutor Onboarding
- Review the tutor applicant funnel.
- Follow-up with tutors throughout onboarding - ensuring profiles are compliant with company requirements and all required documentation is verified.
- Monitor tutor availability and identify potential supply gaps.
Community Communication & Engagement
- Manage our intercom help centre, owning daily triage, responses and resolution.
- Respond to tutor queries promptly and professionally, resolving issues wherever possible.
- Support the Trustpilot review programme.
- Coordinate routine tutor feedback surveys.
- Support initiatives to improve tutor availability, utilisation and engagement.
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Tutor Quality & Performance
- Provide support for complex tutor and student queries, issues and escalations.
- Support the monitoring of tutor performance.
- Identify recurring issues and flag opportunities to improve tutor quality and operational processes.
Complaints and Issue Resolution
- Responsible for the initial triage of complaints or issues that come through our intercom help centre.
- Ownership of complaints or user product issues - investigate what has happened, identify the best resolution and action this, communicating with the complainant throughout.
- Escalate issues to senior members of the team when necessary.
Compliance & Safeguarding
- Support tutor tax, references and background-check verification.
- Help investigate tutor conduct, escalating sensitive or higher-risk matters appropriately.
- Support with GDPR-related operational processes, including data access and deletion requests.
Payment Operations
- Monitor failed or delayed tutor payouts and investigate reasons for payment issues.
- Handle operational escalations from students and parents relating to payments and account issues.
- Investigate refund and charge queries and coordinate appropriate resolutions.
Product & Technical Operations
- Investigate account, platform and product issues if they occur and determine the appropriate next steps.
- Clearly document and report bugs to the tech team.
What We're Looking For
We're looking for someone who is organised, comfortable in a fast-paced environment and personable. You'll be working across two brands and collaborating across teams on a wide range of operational processes, so the ability to prioritise and adapt is essential.
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You'll likely have:
- Previous experience in an operations, administration, customer support, compliance or similar role.
- Confident with tech-based systems and processes.
- Strong organisational skills and the ability to manage multiple priorities and workflows at once.
- Excellent attention to detail.
- You’ll be a first point of contact for tutors- strong written and verbal communication skills is essential!
- A calm and professional approach to complex or challenging situations.
- Strong problem-solving skills and a willingness to investigate issues through to resolution.
- Good judgement around when an issue can be resolved independently and when it requires escalation.
- The ability to work independently and make sensible decisions within established processes.
- Confidence in learning new systems and processes quickly.
- A university degree
We’d love it if you also had:
- An interest in the education sector
- Experience with CRM and payment systems
Important Information to know
- Annual salary: £27,000 - £35,000 depending on experience.
- Hours: Mondays - Fridays 9:00-18:00 (M)/9:00-17.00 (T-F)
- Location: This role is hybrid, with 3 days a week in office based Canary Wharf. In your first few weeks you’ll need to be in the office full time in order to be fully onboarded.
- Regular company socials
- Casual dress code
- 23 days annual leave plus bank holidays, increasing each year after 2 years of service (capped at 28 days)
- Weekly company PT session
- On-site gym
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