About Tubers Academy:
Tubers Academy is a forward-thinking digital creators academy and creative space for young people aged 7–24, including those with additional needs. We provide hands-on learning in video production, digital creativity and structured gaming, helping young people develop skills, confidence and self-expression in a safe and supportive environment.
We currently have centres across Exeter, Torquay, Taunton and Barnsley, with further sites planned. We are a growing organisation passionate about making a positive difference through creativity, technology and inclusive learning.
If you’d like to find out more about our courses, sessions and spaces, head over to our website: tubers.uk
Job Requirements
Based either at Torquay HQ or Exeter, the applicant will ensure proper flow of all customer service and admin procedures for all recreational services , support the Senior Leadership Team by carrying out common duties and effectively communicate with the Appropriate teams , Maintain a positive and friendly company image by acting as the first line of contact to visitors, customers, and vendors in person, online, and via telephone. Effectively manage communication and actively engage with members and parents via company social media accounts and Tubers Community, our private social media platform. Manage competitions, virtual events, scheduling Weekly News Letters across multiple platforms. Manage day-to-day HR administration, including recruitment support, onboarding, employee records and general HR processes
Nature of the role
This is a hybrid flexible role with up to 30 hours with times available during evenings and weekends, including Sundays when required.
Applicants must be flexible to work overtime when required and cover shifts as and when needed. Whilst most shifts will be routine, Tubers host regular events and birthday parties that will also be a part of the successful applicants responsibilities upon agreement. Whilst the position is hybrid, candidates will be required to work onsite between the hours of 9:30am - 2:30pm.
Key responsibilities:
The key responsibilities below are associated with the role of admin and community manager and are not exhaustive.
- Manage correspondence by maintaining multiple email inboxes and sorting mail.
- Answer phone calls, address customers questions about new products, services, promotions or transfer them as necessary.
- Investigate and resolve customer complaints, resolve complaints quickly and patiently.
- Learns how to use multiple database systems and technology to deliver great customer care.
- Help customers register online and process their orders.
- Maintain thorough and accurate customer service records across various databases.
- Keep confidential records and financial information private and secure.
- Assists customers in merchandise purchase orders submitted by telephone, email, live chat or instant message.
- Order merchandise from suppliers and ensure timely delivery.
- support website functions and social media profiles.
- Engage with members via public social media accounts and our private Tubers Community.
- Manage content and conversations across multiple platforms.
- Undertake any other duties that may be necessary and that are appropriate to the level/grade of the job.
General:
- Comply with all Company Policies and legal requirements with special reference to Health and Safety; Data Protection, Safeguarding, Prevent and the promotion of Equal Opportunities at all times
- Travel as required for business to support other establishments and to meet wider business needs
- Maintain and promote workplace as a clean and healthy environment
HR Administration
- Manage day-to-day HR administration and maintain accurate employee records.
- Support the recruitment process, including preparing documentation and coordinating interviews.
- Manage new starter onboarding, including contracts, right-to-work checks and induction paperwork.
- Maintain and update HR systems, personnel files and staff documentation.
- Support the administration of holidays, sickness absence and other employee records.
- Assist with leavers and offboarding processes.
- Provide general HR administrative support to managers and employees.
- Ensure HR documentation and processes are completed accurately and in line with company policies.
Safeguarding
Tubers Academy Ltd. is committed to safeguarding and promoting the welfare of all customers and staff, including children and young people, and expects all staff to share this commitment.
Skill Specification:
You will find below a list the skills, qualifications, personal qualities and additional requirements necessary for the role. These will be defined as either ‘essential (E)’ or ‘desirable’ (D).
Skills required:
- Effective communication skills (E)
- Time management skills (E)
- The ability to work independently (E)
- Experience of working with children aged 7-17 years (E)
- Experience of working with children with additional needs, SEN (D)
- Confidence to resolve issues with both customers, their families and team members (E)
- Keen problem solver with a positive attitude (E)
- Strong IT skills, specifically with MacOS (E)
- Knowledge of YouTube culture, popular YouTubers and content trends. (E)
- Knowledge of video games and internet culture. (E)
- Knowledge of editing software including Final Cut Pro X (D)
- Ability to use design software such as Adobe Photoshop and Illustrator. (D)
Qualifications required:
Example:
- A range of GCSEs A* to C or equivalent.
Personal qualities required:
Example:
- Able to engage positively with both our members, their families and the Academy team.
- Experience of working with a diverse customer base and team.
- Works with enthusiasm and wants to see both personal and team growth.
- Takes pride in both the teams and their own success.
- Able to think quickly and creatively in any situation.
Training Description:
Tubers Academy believes that effective training and support is critical for all team members to succeed and thrive in their roles. The successful candidate will be required to undertake training on both the technology and business procedures and policies. In-house training listed below but not limited to:
- IT systems, hardware and software used within the Academy setting.
- Basic video production and video editing training.
- Policies and Procedures of our service.
- Continuous CPD and training as agreed.
This role is subject to an enhanced DBS check with a 6-month probationary period.
Job Types: Part-time, Permanent
Pay: £14,040.00-£21,060.00 per year
Work Location: In person
