Our client in the UK is an education provider delivering personalised tutoring and alternative provision to children and young people with special educational needs (SEN). They work with local authorities, schools and private families. The work combines responsive client service with careful coordination of tutors, learners and financial administration.
The opportunity
They are looking for a capable, friendly and highly organised professional to support day-to-day client operations during a colleague’s maternity leave. This is a varied, hands-on position combining accounts administration, client onboarding and first-line enquiries. It is not a conventional sales Account Manager position or a high-volume call- centre role.
Core responsibilities
Accounts, invoicing and administration
- Oversee the shared accounts inbox; prepare credit requests and handle routine billing questions from families, schools and local authorities.
- Maintain debtor reports, follow up unpaid balances courteously by email and telephone, and escalate sensitive or unresolved issues to management.
- Record and check bank and Direct Debit payments, match remittance information and maintain accurate client balances in TutorCruncher and related systems.
- Support monthly invoicing checks, rate and lesson corrections, purchase-order tracking and the submission of invoices through customer portals.
- Run the existing daily automated quality assurance (QA) process, review the results and investigate or escalate any issues identified.
Client onboarding and tuition coordination
- Prepare tutor-proposal communications, add agreed rates and deadlines, and follow up with prospective clients appropriately.
- Issue registration invoices, track payments, send tutor introductions and coordinate next steps for trial lessons and continuing tuition.
- Update jobs, client/tutor rates and tracking records; liaise with Client Managers and Education Consultants to ensure an efficient, accurate client journey.
First-line enquiries and wider team support
- Answer and triage incoming telephone, website live-chat and email enquiries; capture key details, answer straightforward questions and route complex enquiries to the relevant colleague.
- Provide occasional basic lead-handling or Client Manager cover when colleagues are unavailable, rather than holding a primary client-management portfolio.
- Maintain accurate Excel-based operational reports and provide other practical administrative support as priorities evolve.
Requirements
Essential
- Excellent spoken and written English, a warm and professional telephone manner, empathy, tact and confidence communicating with UK families and organisations. The ability to create positive rapport with sincerity.
- Proven experience in a client-services, accounts administration, billing/receivables or operations-support role; comfortable balancing customer-facing work with detail-heavy administration.
- Strong attention to detail, ownership of tasks, sound judgement and the ability to prioritise competing deadlines while working remotely.
- Very good Excel and Microsoft 365 skills, including confidently using and checking structured spreadsheets, exports, filters, formulas and shared records.
- Comfort handling confidential information and following access-control and safeguarding escalation procedures relevant to a children’s education provider.
Desirable
- Hands-on experience with Xero, customer/tuition management systems, accounts receivable, Direct Debit administration or invoice portals.
- Experience with CRM software, shared inboxes, live-chat platforms, Slack and cross-functional workflow coordination.
- Previous experience serving UK-based customers, education organisations or service businesses.
Working arrangements and onboarding
- Dedicated full-time resource based in Cape Town, working remotely and covering agreed UK working hours (including telephone and live-chat availability).
- Target start: 23rd November 2026, ideally allowing a handover before the current employee begins maternity leave at the end of November.
- The initial requirement is expected to be 9–12 months, with the possibility of an extension or a continuing role as the business grows; no ongoing position is guaranteed.