Customer Services Tutor

Hours: 2 Days a week
Location: Peterborough
Contract: Part-Time
Salary: £21,000-£25,000 pro rata

Purpose of Job

TCHC is contracted by the Education and Skills Funding Agency (ESFA) to deliver a Study Programme that provides specific training and support to 16-24-year-old young people who are not in education, employment or training (NEET) in the Peterborough area. The main objective of this provision is to support these young people, who are at risk of long-term disengagement, to move into education, training or employment with training to sustain this outcome. We also want to increase these young people’s experience and qualifications so that they have the opportunity to continue in education and successfully find work.

The design of the programme has been developed to allow individuals move closer to the job market in the area of Customer Service. Following the Individual Assessment, each young person will be supported through a flexible package, tailored to their needs. The level of support required will be guided by the needs of the young person. Embedded into the main provision will be support to develop the young person’s Functional English, Math and IT skills up to Level 2 as well as providing opportunity to improve and retake GCSE English and Maths grades. Individual mentoring and support will also be provided to address any barriers and issues that may prevent the young person from sustaining their activity. Other skills and behaviours such as communications, confidence, social skills, and employability skills will also be developed.

As a Tutor you will be required to plan, prepare and teach Customer Service up to Level 2 for young people within the Study Programme, as agreed with the Centre Manager and to OFSTED standards. Carry out the administrative tasks required in each programme area. Provide appropriate learner feedback and support and educational advice and information where necessary, and to create an appropriate and welcoming atmosphere for learners.

This role may expand to also deliver in Cambridgeshire.

Main Tasks & Responsibilities

As Tutor you are required to carry out the following duties in the context of TCHC’s policies and practices, particularly Safeguarding, Equality and Diversity, Health and Safety and Data Protection, and those of any host organisations, including informing learners of their obligations:

  • Plan deliver and report on your course, using methods and materials appropriate to the learner group and course content. A Scheme of work/syllabus and lesson plans should be used for this and made available to the Centre manager, Quality Assurance, class visitors or inspectors when required.
  • Prepare/adapt appropriate and range of teaching materials
  • Identify/assess the needs of learners and if necessary adapt course content and delivery style to meet these needs.
  • Deal appropriately with individual learner support needs, using the appropriate forms and recording the required evidence as per the guidelines provided.
  • Comply with the TCHC policy on Safeguarding and Prevent so that all learners are taught in a safe environment and are made aware of the Prevent strategy.
  • Comply with the TCHC policy on Equality and Diversity so that all learners are treated with respect and dignity in an environment in which a diversity of backgrounds and experience is valued. Deal with any harassment or discrimination issues that arise
  • Discuss Learning Outcomes and moderation requirements with learners as the course proceeds.
  • Evaluate the effectiveness of learning. Assess learners’ work in a timely manner using a range of assessment methods. Keep records of learners’ progress and ensure learners are given feedback on their progress.
  • Offer advice on further learning and progression opportunities to learners as required.
  • Ensure that all required paperwork, including enrolment forms, learning outcomes forms, NCFE and other registration forms and course registers, including the tutor’s report and claim forms are completed and handed to admin when requested.
  • Attend relevant induction and training meetings as required by TCHC.
  • Where appropriate, attend standardisation meetings.
  • Represent TCHC throughout the programme.

Any other duty which, from time to time, may reasonably be required to meet the needs of TCHC.

Note: These duties are a guide to the work the post holder will initially be required to undertake.  Amendments may be made from time to time as the role evolves and to meet changing circumstances and these do not form part of the contract of employment.

Enhanced CRB checks will be a requirement for this position.

Skills & Attributes




NVQ in Advice and Guidance (minimum Level 3 – Desirable Level 5)


PTLLS or above


Certificate of Education or PGCE qualification


GCSE Maths & English at Grade C (4) or above


Knowledge / Technical Skills



Exceptional organisational and administrative skills with an absolute eye to quality and detail


Ability to use a wide range of teaching delivery methods in order to engage with a wide range of learning styles and behaviours


Knowledge of Customer Services & Employability across a range of different sectors


Ability to embed English, Maths and ICT up to Level 2


Experience & knowledge of the OFSTED Inspection process


Microsoft Office: Word, Excel, Outlook, PowerPoint – intermediate competency required





Demonstrable successful track record of teaching Customer Service up to Level 2


Proven and successful record of engaging with a wide range of young people particularly those who are NEET (Not in Education, Employment or Training) and face barriers to progression in learning and providing sustained support through 1 to 1 and/or group IAG, career guidance, training advice, mentoring and coaching


Working with a range of partners/agencies such as: Local Education Authorities, Social Care Services, Counselling Services, Education Welfare Officers, etc...




Personal Attributes



A proven, successful track record of supporting disaffected clients in an empathetic, non-judgmental and ethical approach.


Excellent communication skills – pleasant and professional manner - well-spoken – clear, intelligible; good standard of written communication – grammar and spelling.


The ability to motivate and build a rapport with young people.


Discretion & Confidentiality – must be able to demonstrate and exercise discretion and confidentiality in terms of all data and data subjects; high level of sensitivity to and awareness of parameters of role, as well team and wider relationships. Good knowledge of Data Protection Act.


Able to work effectively in the designated team, wider office teams, as well as independently. Also keeping others informed, duly taking into account discretion, sensitivity & confidentiality.


Organisation & Motivation – able to work in a structured manner, prioritising tasks and coping with peaks and troughs calmly and responsibly, and to target


Flexible, adaptable and resourceful – ability to respond according to tasks and situations appropriately as they arise.


Commitment & Time-Keeping – able to demonstrate full attendance and punctuality.


Personal Appearance – Appropriate to the client group


This is an initial outline and will be reviewed as part of our Continuous Professional Development process.

How to Apply

To apply please send your CV and covering letter to This email address is being protected from spambots. You need JavaScript enabled to view it. to HR, TCHC, 21 Station Road, Watford, WD17 1AP quoting which position you are applying for.