Learner Support
Our Learner Support team is at the heart of the learner experience, making sure every person who trains with Tigerlily feels informed, supported and looked after from booking through to certification.
- Location
- Hurstpierpoint, West Sussex
- Hours
- Monday to Friday 8.30am to 5pm
- Type
- Full-time · office-based · Mon–Fri
- Coverage
- Nationwide, UK
- Team
- Operations
- Reports to
- Head of Operations
About the role
Our Learner Support team is at the heart of the learner experience, making sure every person who trains with Tigerlily feels informed, supported and looked after. From the moment a client makes a booking to the moment the trainer walks into the room, the Learner Support role is the bridge — gathering the essential information, communicating with the client, supporting them with the portal, making sure the trainer has everything they need to deliver well.
This is the customer-facing voice of Tigerlily for the days and weeks between booking and course delivery. For most clients, this is the person they speak to about their training. The quality of those interactions — warm, efficient, accurate — directly shapes what clients think of Tigerlily.
The role sits under the Head of Operations, working alongside the rest of the Training & Compliance function. When Learner Support runs well, every course starts with the right information in the right hands, clients feel looked after, and trainers can focus on what they're there to do — deliver great training.
What you'll be responsible for
Monitor the main Tigerlily inbox throughout the working day
- Respond to learner enquiries — booking questions, course information, joining instructions, certificate queries
- Maintain a clear inbox — every email actioned, responded to, or routed to the right person within the same working day
- Apply consistent professional tone in every written communication — warm, accurate, signed off properly
Course Bookings
- Process open course bookings as they come in — through the website, phone, email, or webchat
- Confirm bookings promptly with joining instructions
- Manage waitlists where courses are full and offer alternatives
- Handle individual learner change requests (date changes, name corrections, refunds within policy)
Compliance & risk
- Obtain, review and maintain information on RASC and learner allergies
- Make sure venues meet company policies and training delivery requirements.
- Report and resolve any venue issues or concerns promptly.
Learner support
- Provide venue information and support to learners and internal teams.
- Answer venue-related enquiries professionally and promptly.
- Help team if venue changes, cancellations and emergency relocations.
- Keep training running smoothly through good planning and communication.
Webchat
- Answer inbound calls promptly within standard business hours
- Handle the call directly where possible, or route to the right colleague
- Monitor the Tigerlily webchat throughout the day and respond promptly
- Maintain a professional, helpful tone — the caller's experience of Tigerlily is shaped by this interaction
About you
We are looking for someone who is warm, organised, calm under pressure and genuinely enjoys helping people. They will need to communicate clearly, take ownership of problems, pay close attention to detail and be comfortable managing a busy workload where priorities can change quickly. Most importantly, they should care about giving every learner a positive experience and be the kind of person who looks for solutions rather than simply passing problems on.
What you'll bring
- Strong customer service and organisation skills.
- Excellent attention to detail and accuracy.
- A confident communicator, in writing and in person.
- Able to juggle multiple priorities and deadlines.
- Proficient in Microsoft Office (Word, Excel, Outlook).
- Strong problem-solver who can work independently.
- Familiarity with CRM or training management systems.
- Strong customer service
Why join Tigerlily?
Casual dress
Company events
Company pension
Employee discount
Free flu jabs
Gym membership
Free on-site parking
Sound like you?
Essential
- Genuine warmth with people — every learner, client, and trainer interaction reflects on Tigerlily
- Strong organisational ability — managing many parallel tasks without losing the thread
- Excellent written communication — clear, professional, accurate, friendly
- Confident telephone manner — comfortable with inbound and outbound calls
- Attention to detail — pre-course checks rely on noticing what's missing
- Good judgement on what to escalate vs handle directly
- Comfort with database systems and online tools (CRM, email, webchat platforms)
- Discretion and confidentiality — handling personal and sometimes health-related data
- Ability to stay calm under pressure — busy periods are normal, not exceptional
Desirable
- Experience in a customer service, scheduling, or training administration role
- Familiarity with regulated services or compliance-driven environments
- Awareness of GDPR principles in practice
- Awareness of safeguarding principles
- Commercial awareness — recognising when an enquiry suggests a wider opportunity
- Experience with course management systems or similar booking platforms