Tutor Operations and Community Administrator

About the Role

We are looking for a highly organised, detail-orientated Tutor Operations and Community Administrator to support our tutor relations team across The Profs Group.

This is a hands-on role that will suit a self-starter who is able to prioritise a varied workload. 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 Group

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.

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.

You'll likely have:

• Previous experience in an operations, administration, customer support, compliance or similar role.
• Confident with…