Learner Support Specialist

Job Title: Learner Support Specialist
Department: Operations
Location: Sheffield (Hybrid – 3 days in the office, 2 days from home)
Contract: Full-time, Permanent

About Tes
Tes is an international provider of software-enabled services, passionate about using technology to make life easier for schools and teachers. Every product and service we offer is built around the needs of educators, ensuring our solutions are innovative, trusted, and impactful.

Role Overview
We’re looking for a proactive and experienced Learner Support Specialist to join our dynamic Operations team. In this role, you’ll be at the heart of the learner experience—resolving complex queries, supporting service excellence, and stepping into a supervisory role when needed to ensure the smooth running of operations.

This is an exciting opportunity for someone with strong interpersonal and problem-solving skills who thrives in a fast-paced environment and is eager to take on leadership responsibilities as part of their day-to-day role.

Key Responsibilities

• Own and resolve complex programme and platform-related queries from learners and colleagues.

• Provide day-to-day supervisory support, stepping in for the Operations Manager during absence or when delegated.

• Coach and mentor team members to uphold high standards of learner support and service delivery.

• Audit compliance tasks and provide constructive feedback to support continuous team development.

• Maintain and update training materials to support onboarding and development of support staff.

• Oversee super-user access across LMS systems and support platform transitions.

• Ensure data accuracy and compliance with Department for Education and regulatory bodies.

• Prepare and submit required reports to external partners and third-party providers.

• Perform user acceptance testing in Salesforce and recommend system/process enhancements.

• Meet communication and data management SLAs.

• Implement learner feedback and quality standards to optimise satisfaction.

• Support general operations, including logistics such as third-party mail-outs.

What You’ll Bring

• Strong interpersonal skills and the ability to de-escalate sensitive learner concerns.

• A learner-first mindset with a clear, calm, and solution-focused communication style.

• Excellent written and verbal communication with high attention to detail.

• Experience using Salesforce, LMS platforms, and other learner or data management systems.

• Organised, proactive, and confident working independently or in a team.

• Comfortable stepping into a supervisory or team lead role when needed.

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Teams).

Qualifications

• No formal qualifications required—experience and capability are key.

What You’ll Get in Return

• 25 days annual leave (rising to 30 with service)

• 5% pension contribution post-probation

• State-of-the-art city centre offices

• My Benefits World access to exclusive perks and discounts

• Discounted city centre parking

• Free eye care cover

• Life Assurance

• Cycle to Work Scheme

• Employee Assistance Programme (EAP)

• Monthly Tes Socials

• Access to a broad Learning and Development programme

About Us
Tes has supported educators for over a century and continues to evolve to meet their needs. We now serve more than 25,000 schools in over 100 countries, providing digital solutions for CPD, wellbeing, safeguarding, and more. With over 600 employees globally, we are proud of our inclusive, agile, and forward-thinking culture.

Tes is an equal opportunities employer. Please get in touch if you need support with your application.

Visit us at www.tes.com/tesglobal