Learner Support Administrator at peopleworth

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Learner Support, Customer Service, Operations, Freshdesk, Zendesk, Workflow Management, Organisational Skills, Prioritisation, Communication, Interpersonal Skills, Problem-solving, Analytical Mindset, Data Protection, GDPR, Accessibility Best Practices, Triage

Industry

Human Resources

Description

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we pride ourselves on driving innovation in education technology and creating impactful learning experiences. We are seeking a Learner Support Manager to join our team and ensure a seamless, high-quality learner support experience across our career accelerators. Role Overview The Learner Support Administrator will be responsible for overseeing the learner support function, managing incoming learner queries through our Freshdesk system, and ensuring a high standard of service across all programmes. This role will work closely with Success Managers and Delivery teams to separate reactive support from proactive learner engagement, enabling the broader team to focus on learner outcomes and programme progression. Key Responsibilities Manage and oversee all learner support tickets through the Freshdesk system, ensuring timely and effective resolution Lead with data driven insights and analytics as basis of service excellence. Develop and maintain clear processes for handling common learner issues and escalations Work closely with Success Managers and Delivery teams to triage tickets and hand off cases requiring specialist input Monitor support volume, trends, and performance metrics, providing regular insights to senior management. Maintain and update learner support knowledge bases, FAQs, and internal documentation Liaise with partners, learners, and internal teams to ensure smooth communication and consistent learner experience Identify recurring issues and work with programme teams to improve processes or resources to reduce future support requests Contribute to training and onboarding of Success Managers or new staff on support processes Ensure compliance with data protection, privacy, and accessibility standards in all learner communications Proven experience in learner support, customer service, or operations within an educational or EdTech environment Experience with ticketing systems such as Freshdesk or Zendesk, and workflow management Excellent organisational skills with the ability to prioritise high-volume support queries Strong communication and interpersonal skills, with a collaborative approach to problem-solving Analytical mindset, capable of identifying trends and making recommendations for process improvements Comfortable working independently in a remote setting while coordinating with cross-functional teams Knowledge of data protection (GDPR) and accessibility best practices is desirable Collaborative, people-centred performance culture Opportunities to grow in a fast-paced, innovative EdTech environment Exposure to diverse learners and impactful educational programmes Our Recruitment Process The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit. Application Submission: Complete the online form and answer brief application questions Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist Video Interview Stage: You’ll be invited to record short responses to 3–4 role-specific questions Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role) Final Shortlist & Verification: Reference and background checks are completed Offer & Contracting: Successful candidates receive formal offers and contract documents Pre-boarding & Onboarding: Once accepted, you’ll complete a pre-boarding process before officially joining your employing organisation within the Employer Group Throughout every stage, we value clear communication, respectful engagement, and timely feedback

Responsibilities

The Learner Support Administrator will oversee all learner support functions, managing incoming queries via the Freshdesk system to ensure high-quality service across all programmes. This role involves working with Success Managers and Delivery teams to separate reactive support from proactive engagement.