Information Advisor

About Tribal

Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop, and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences, and delivering successful outcomes.

The Data Management Services team (DMS) provide support for Tribal software customers. We assist with student placements, and help providers publish government-funded courses and apprenticeships via the ESFA directory. Our mission is to deliver accurate, responsive service so customers can focus on enhancing the learner experience. We aim to make every interaction smooth and positive for end users.

The Role

As an Information Advisor, you will play a key role in supporting our customers by delivering responsive helpdesk services. You will assist institutions with student placements, help providers publish government-funded courses and apprenticeships, and act as a professional liaison between higher education institutions and placement providers.

This is a hybrid role of two days per week in Sheffield (Tuesday and Wednesday) with three working from home. This is also a 7 month fixed term contract.

Your Responsibilities will Include:

• Providing helpdesk support via email and phone, ensuring that customer contacts are responded to quickly, accurately and professionally, resolving customer queries first time.
• Proactively identifying opportunities for continuous improvement of processes, systems and ways of working, as well as your own performance.
• Working flexibly across the variety of systems and customers to ensure successful and timely delivery of customer projects, particularly at times of peak workload.
• Acting as a representative of the customer when dealing with stakeholders such as placement or training providers and ensuring that all communications with stakeholders is professional and reflect the customer’s policy, guidance or agreed protocols.
• Providing training, system demonstrations and guidance to users either face-to-face, by telephone, using conferencing software or webinars.
• Monitor progress on filling placements on a termly basis and proactively approaching placement providers to make offers where there is likely to be any shortfall.
• Liaising with HEIs and placement providers to ensure that they add their student placement requests and placement offers to the PMP system in a timely and accurate way.
• Identifying any unplaced students and unfilled placements and mediating between the providers and HEIs to negotiate a compromise solution to match unplaced students with unfilled offers.
• Providing an excellent and responsive experience for customers contacting the PMP support desk via telephone, conferencing software or email.

The Skills you’ll have:

• Excellent IT skills including Excel, Word and Outlook.
• Great customer Service skills.
• Good verbal and written communications skills including the ability to articulate complex problems simply.
• Attention to detail and methodical organised approach to work.

It would be great if you had:

• Experience within Higher Education / Further Education.
• Understanding of Data Management.

What can Tribal offer you?

We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You will also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.

We are committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.

Note to all applicants - Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.