Customer Service Executive (Hybrid - Office & Remote)

About the role

The Customer Experience team plays an irreplaceable role in our success as a company, representing our customer internally to ensure that we deliver a world-class level of service at scale. As a small team that will be growing at a very fast pace in the next couple of years, we’re at a very exciting stage of this journey and are looking for a Customer Service Executive to join our core team of three and our wider team of 40 tutors. This role offers the rare opportunity to learn about every single part of the department, providing a solid stepping stone to progress into a customer-facing, operations, content, sales or Marketing career very quickly.

If you’re up for the challenge, come and join us on this adventure!

About us

Up Learn has built the world’s most effective learning experience. We’ve done this by combining cognitive science, instructional theory and artificial intelligence. Our mission is to create the most effective learning experiences in the world, and distribute access to as many students as possible.

Up Learn started with A Levels and developed courses that are:

1. Effective: 97% of students that complete Up Learn courses achieve an A*/A, starting from grades as low as Ds and Es
2. Engaging: 1.6 million hours of learning (and rising) thanks to Up Learn
3. Scaling: tens of thousands of students use Up Learn today, either independently, through one of our 300 schools, or through our university and charity partners

Up Learn has been growing fast, and is backed by investors that share our vision, including leading venture capital firm Forward Partners and the Branson family (Virgin). We are growing our incredible, 60+ strong team.

Social impact is critical to Up Learn’s mission - for every student that pays, Up Learn gives a full scholarship to a student who can’t.

About you

You are an exceptionally capable, highly driven and naturally empathetic individual who cares about our mission of pushing the frontiers of effective education, and having a tangible impact on thousands of young people. You have a passion for education and a hunger to learn how you can deliver the best possible customer experience supporting our students, parents and teachers as they navigate through our platform and complete our courses.

At Up Learn, we welcome everyone and are committed to building inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We put a lot of effort into building this great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.

What you'll do in the first 6 months

• Interact directly with customers to ensure we have the biggest possible impact on their lives and education leaving them with a ‘wow’ feeling after every interaction
• Become an expert on customer facing touchpoints, toolsets and applications involved in delivering a world-class customer experience to every Up Learn customer
• Effectively manage escalations, reviews and customer feedback to ensure every enquiry is resolved, consistently demonstrating deep empathy, listening skills, responding with confidence
• Use strong analytical and problem-solving skills to quickly recognise issues and opportunities to improve processes and drive efficiencies
• Own customer service operations ensuring all tasks are completed promptly and to a high standard, supporting our tutors and the entire customer experience team
• Work alongside the Director of CX, the CX Manager and the CX Ops Specialist to implement projects preparing Up Learn to scale in our next stage of growth

Requirements

If you don’t meet every requirement below but you still believe you’re the right person for the role and are willing to learn, we strongly encourage you to apply

• Outstanding communication skills, written and spoken, with a consistently clear, positive and friendly tone
• Strong empathy in any situation for customers and colleagues alike
• Thrive in a culture of feedback, always looking to grow and improve
• Ambitious with ideas and able to apply initiative to problem solve in a team environment
• Excellent organisational, planning and time management skills; ability to manage workload and extremely high standards for attention to detail
• Preferred but not essential: experience in customer-facing, Marketing, data or operations roles

Benefits

We provide a great set of benefits that all focus on helping Up Learn team members lead healthy and fulfilling lives.

Working at Up Learn gives you:

🤸‍♂️ Awesome colleagues! We’ve put together a cracking team, and now you’re part of it you’ll shape the future of it

💚 Meaningful, fulfilling and engaging work that has an immediate positive impact on tens of thousands of students and the potential to impact millions of students

🧠 The opportunity to build the future of education and accelerate the advance of humanity’s ability to learn

💪 Tons of opportunities to learn and develop a wide range of skills e.g. management, data and analytics, process improvement, content writing, workforce planning, project management and all other areas of the Customer Experience department

🥇 Flexible working: we’re Flexa certified and are proud to be one of the most flexible EdTech and Education employers with an overall score of 88%

Key benefits:

💰 Salary: £25,000

🌴 ~35 days of paid holiday per year made up of: 26 days of bookable holiday, plus bank holidays, plus unlimited ‘extra days’ (i.e. if you need a few more days, no problem)

🐤 Significantly enhanced parental leave

🦷 Level 6 (highest level) dental insurance

☕ Paid-for coffee breaks (a great chance to get to know the team)

🏃 Paid-for sporting activities like 5-a-side football games, badminton games, monthly CrossFit sessions as well as an in-office shower to make it easier to participate

🏰 Annual 3-day company off-site where we fly in our international team members, get out of the city and take a break together

⭐ A spacious and bright private office in Old Street, with delicious coffee, a selection of teas and unlimited snacks and drinks

🚲 Cycle-to-Work: we are registered so you can buy a bike and accessories tax-free

📖 Unlimited budget for any work-related books you need

👨‍👩‍👧 Family access to Up Learn: your family and close relatives get unlimited access to any Up Learn course for free!

Our core values:

Live for Learning: we are open-minded and have a never-quenched thirst for learning, expanding our experiences, getting feedback, iterating and improving

Strive for Consistent Excellence: we hold an extremely high standard, pay attention to the details and take pride in consistency

Objective and Rational: we think from first principles, avoid biases, use believability, regulate our emotions and are obligated to dissent when we disagree

Relentlessly Resourceful: we are honey badgers, we don’t compromise, we work smart and get the job done

Caring and Compassionate: we demonstrate care and compassion for ourselves, each other and for students