Faye Complete TST Guide
Faye Complete TST Guide
Faye's complete working guide — one link, always current.
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This Week

Your rolling checklist. Ted will check in with you by phone on these, so keep it ticked up to date rather than starting fresh each time — it's here so nothing gets missed, not as a report to file away.

Weekly — every Monday

    Monthly — 1st of the month

      As things happen (not weekly — do these the same day): new enquiry → send the acknowledgement template and set up the job in TutorCruncher · first lesson completed → follow up within 2 hours · new referral signs up → add their £50 welcome credit straight away. Full detail for each is under its own tab on the left.

      Notes for Ted

      Jot anything down as it comes up through the week — questions, things to flag, anything unsure about — so nothing gets forgotten by the time you speak.

      Client journey

      New Enquiry → First Lesson

      The full path from a new enquiry landing in TutorCruncher through to a confirmed, ongoing client.

      1. Enquiry lands — TutorCruncher creates a job titled "Enquiry from [Name]."
      2. Rename the job to Level / Subject / Student name (e.g. "GCSE / Maths / Oliver P").
      3. Add the student's email to their profile and resend the welcome email under Communications.This is what lets the student log in and join lessons under the parent's account.
      4. Set the job's charge rate (client) and pay rate (tutor).Standard tutor pay from the 2nd lesson onward: A-level £22, GCSE £17, KS3 £15. Super Tutors are on a higher rate and already know it.
      5. Copy the parent's contact details, availability and any notes into the job. Bold the subheadings so it's easy to scan later.
      6. Add requirements, notify matching tutors, and label the job "Public job."
      7. If you have their number, send Template 1 — New Enquiry Acknowledgement (Templates tab).
      8. Wait for the parent to book their Calendly intake call — the link goes out automatically. Only chase if a full day passes with nothing booked.
      9. Run the intake call using the script below.
      10. Pick the best available tutor, accept their application, and reject the others with a brief note why. Set job status to "In progress."
      11. Schedule the first lesson at £0 for the client, adding both student and client.The tutor's pay for this first lesson is always a flat £15, regardless of their normal rate or subject/level — set their pay rate to £15 for this one session, then switch it to their standard rate for the block that follows.
      12. The confirmation email sends automatically — check the client's account activity beforehand and message them if anything looks like it might cause a log-in issue.
      If the client doesn't show for the first lesson: email to ask if they'd like to reschedule. No response → mark the job "Not proceeded."
      If they want to continue after the trial: send Template 4 — Block Booking (Templates tab) and schedule the block.

      Intake Call Script

      Run through these on every intake call — about 10 minutes.

      Opening: "Hi [Name], it's Faye from The Student Tutors! Thanks so much for booking a call — this will just take 10 minutes. Do you have any specific questions for us about our service?" 1. What is your child's name? 2. What year group are they in, and which subject(s) do they need support with? Do you know the exam boards used for each? 3. Are there any specific topics or areas they're struggling with at the moment? (Explain: the first lesson is a free trial — we treat it like a proper formal lesson focused on something specific, so you get a real feel for the tutor's style before committing.) 4. What's the best day and time for the first lesson, and what are your regular weekly availability slots? 5. What's your child's email address and date of birth? (This is so they can access the platform themselves — you'll still be able to view their account from yours.) 6. Do they have any upcoming exams — GCSEs, mocks, etc — and roughly when? 7. Have they had a tutor before? 8. What would a successful outcome look like for you — what's the main goal? Information to give the parent: - Lessons are pay-as-you-go, but pupils who see the most progress have regular, consistent weekly lessons over a year or more. - After this call, they'll get an email to set up their account on our platform — worth doing straight away so we can get moving. - For intensive holiday support, we offer bespoke 1-1 sessions built around their timetable — just get in touch ahead of the holidays as demand is high. - Any future questions can come straight to Faye on WhatsApp or email. - Mention the Revision Masterclass (Ted's course) — half price for clients with code CLIENT50. Closing: "Brilliant, that's really helpful. I'll match [child's name] with the best tutor we have for this and be in touch within 3 days to confirm the first free lesson." Then: go to TutorCruncher, add the notes to the job, and rename it Level / Subject / Student.
      Client referrals

      Referral Programme

      £50 credit each way. This is the only referral system to use now — it replaces any older referral message or offer you may have seen in past notes.

      £50
      New family — added as soon as they sign up, on top of their usual free first lesson.
      £50
      Referring family — added once the new family completes their 3rd paid lesson. The tracker below flags exactly when.
      Adding the £50 (either direction): TutorCruncher → search the client → Accounting tab → Manual Adjustment → enter 50 → add a description saying who it's for and why → payment method Balance Correction → Save. That's it — the credit is used automatically against their next invoices before the card is ever charged, so there's nothing further to track.

      Referral Tracker

      Message for parents — full version

      Hi [Name], as part of the TST family you can: Refer a friend to The Student Tutors and once their child has had a few lessons with us, we'll add £50 credit to your account. They'll get a free first lesson as usual, plus £50 credit of their own to get started. If you know anyone who'd benefit, just send them to thestudenttutors.co.uk/book-a-lesson and ask them to pop your name in the "referred by" box on the form. And if you've recommended us in a local parents' group or WhatsApp chat, send us a screenshot — we can give you £50 credit for that too if just one person signs up after seeing it!

      Short version (group posting nudge)

      Quick thank-you offer: refer a friend to The Student Tutors and you'll both get £50 credit once they're a few lessons in. If you've already recommended us in a local group or WhatsApp chat, send us a screenshot — happy to say thanks for that too!

      Clients nudged about the offer

      A quick log for the monthly "share the offer with a few happy clients" task, so you're not sending the same family the message twice.

      Referral image — save or send

      Send this straight to a parent, or they can forward it on to friends themselves.

      Give £50, Get £50 referral offer
      Download image

      On your phone: press and hold the image above, then choose "Save to Photos" — works the same as saving any picture sent to you.

      Recruitment pipeline

      Tutor Recruitment

      From application through to a live public profile — aim for one interview slot per week so there's a steady pipeline.

      1. Review new applicants — look for a balance of academic strength and communication skills.
      2. Before the interview: check their TutorCruncher profile and note exactly what's missing — profile photo (no selfies), a proper bio, and their teaching skills/subjects listed.
      3. Invite strong candidates to interview — schedule via Google Meet using the calendar function, and let them know it'll include a short "mini-teach" plus follow-up questions.
      4. Run the interview using the questions below. Cover pay clearly: A-level £22 / GCSE £17 / KS3 £15 to start, rising to £25 / £20 / £17 once they become a Super Tutor (based on merit, reviews and reliability). Mention that every first lesson with a new student is paid at a flat £15, whatever the subject or level, then moves to their normal rate from lesson 2 onward.
      5. Give feedback on the mini-teach — pass or fail, with a couple of concrete learning points either way.
      6. If they pass, tell them plainly and specifically what still needs adding or changing on their profile before it can go live — usually the bio, a proper (non-selfie) photo, and their teaching skills. Don't leave this vague; they should know exactly what to fix.
      7. Ask for their current DBS certificate, or point them to sign up for one if they don't have it. Add them to the DBS Tracker below.
      8. Send them the Tutor Guide to TST and let them know to email you with any questions.
      9. Check the New Tutor Set-up Confirmation form (in the TST Operations shared drive) to see at a glance which setup steps each tutor has confirmed — open the form and click into Responses to see everyone's progress in one place, rather than checking each tutor individually.
      10. Once their profile is 100% complete and their DBS is cleared, approve their public profile: Settings → Approve Public Tutor Profiles → Refresh Public Profiles, then Approve & Release on their listing.

      Interview Questions — Student Tutor role

      Work through these on every interview — they cover suitability, reliability, and the two non-negotiables (EDI and safeguarding).

      1. Please give an overview of your current situation, studies, and experience, highlighting specifically the qualifications, skills and experiences that make you suitable for this role. 2. Why have you applied to be a tutor, and what do you know about tutoring? In your experience, what skills and qualities are required to be an effective tutor? 3. How will you ensure the effective organisation of both your own workload and that of your tutees? - What systems or processes would you put in place to assist this? - What availability or flexibility do you expect you will have to carry out tutoring? - What do you see as barriers to being able to provide consistent or regular tutoring services that meet the clients' schedule needs, and do you have other interests or Uni-related activities that will require your time on a regular daily/weekly basis? 4. What does Equality, Diversity & Inclusion mean to you, and how will you demonstrate your commitment to this as a tutor? 5. What does Safeguarding mean to you, and how would you expect a tutor to safeguard themselves and their learners?
      Tutor policies, worth knowing: tutors commit for the full academic year once they start taking lessons. Detailed, well-explained lesson reports are expected every time. More than two last-minute cancellations means no further job offers — and if a tutor cancels last-minute, the client is still charged in full unless you reschedule with another tutor.

      DBS Tracker

      Tutor Bank Details (for trial lesson pay)

      When a new tutor signs up, add their bank details here so Ted can see them and bank-transfer their one-off trial lesson fee. This is just for Ted's visibility — it doesn't affect TutorCruncher or payments in any way.

      Tutor social content

      Tutor Content & Social Clips

      Tutors earn extra pay for short clips used on TST's social channels. Your part is pointing them to the right place and occasionally giving submissions a nudge.

      Where to send tutors

      Upload folderTutor Content Folder
      Full guidelinesTutor Content Guide

      Pay, in short

      ContentPay
      Own clip or lesson highlight, following the guide£7 per clip
      Clip hits 5,000 views+£15
      Clip hits 10,000 views+£40
      Clip hits 50,000 views+£150
      Lesson highlight clips specifically: only usable if the lesson happened on or after 22 April 2026 (this is when names on LessonSpace switched to initials-only). Nothing from raw lesson footage should be used until Ted or someone on the team has confirmed the clip is fair game.

      Nudge message — for tutors who haven't submitted in a while

      Hi [Tutor name]! It's Faye from The Student Tutors 😊 Just a friendly nudge — we're always on the lookout for lesson clips for our social pages, and yours pay out even for a quick 30–60 second one. Full guidelines and the upload link are here: [Tutor Content Guide link]. No pressure at all, just flagging in case it's useful! Faye
      Monthly task: check the Tutor Content Tracker sheet and raise any outstanding Ad Hoc Charges in TutorCruncher for approved clips that month. Message Ted if anything's unclear.

      Tutors nudged recently

      Log who's had a nudge so the same tutor doesn't get messaged twice in a row.

      Lesson delivery platform

      Bobbin

      Bobbin is the online platform tutors use to actually run lessons — the video/whiteboard space, plus it writes up the lesson notes and sends the report to parents automatically, so tutors don't have to type it all out by hand. It's replaced Lessonspace as TST's teaching platform.

      The basics, in plain terms

      1. Tutors log in with their normal TutorCruncher email and password — there's no separate Bobbin account or password to remember. It's called "Login with TutorCruncher."
      2. A tutor's details (name, email, photo) live in TutorCruncher, not Bobbin. Bobbin just copies them across automatically. If a tutor says something's wrong with their Bobbin profile, the fix is always in TutorCruncher — there's nothing to edit inside Bobbin itself.
      3. Every lesson moves through 3 stages: Planned (before it happens) → Awaiting Report (lesson's done, Bobbin's preparing the write-up) → Complete (report's been finished and sent).
      4. After a lesson ends, Bobbin takes up to 15 minutes to prepare the report data, then emails the tutor to finish it off. Once they do, it's sent to the parent straight away automatically — TST doesn't have report approval switched on, so there's nothing for you to review or check here.

      Progress Reports

      Bobbin automatically writes a short weekly and monthly progress summary for every student and tutor — you don't need to create these, they just appear on the student's or tutor's profile under the Progress tab. There's also a "recent progress" summary generated after every lesson.

      ⚠ Safeguarding — this is the part that matters most for your role

      Every lesson recording is automatically scanned for six types of concern: profanity, self-harm, off-platform contact, sharing of personal information, inappropriate content, and bullying. If anything is flagged, it's rated low or severe, and an alert email goes out immediately to the admins set up to receive them.

      Flags are reviewed on a dedicated Safeguarding dashboard inside Bobbin — open a flag, read the excerpt and explanation, and mark it resolved once you've dealt with it (or escalate to Ted if it's serious). Nothing is ever deleted — there's a permanent record even after something's resolved.

      Action needed: Ted's confirmed you should be receiving these safeguarding alert emails, but it's not yet confirmed whether this is actually switched on for you. Message TutorCruncher/Bobbin support (via the in-app chat, or support@tutorcruncher.com) and ask them to confirm or set up your email as an Administrator who receives Bobbin safeguarding alerts. Worth doing this soon rather than assuming it's already working.

      Lesson plans & course outlines (tutor-side — good to know, not your job)

      Tutors can ask Bobbin to write a lesson plan for them, built around the student and what's being taught. Each course (what TutorCruncher calls a "Job") can also have a structured list of topics — Bobbin can generate this automatically, and tutors tick topics off as they cover them so progress is visible. This is something tutors (and Ted, if he wants to set one up) manage themselves — you won't need to build these, just know they exist if a tutor mentions one.

      Managing what emails a parent gets

      If a parent asks to stop getting lesson report emails (or attendance emails) for their child, you can turn these off yourself: open Clients in Bobbin, click their name, and toggle off the notification you want to stop next to that student. It saves instantly — no separate save button. Each child's settings are separate, so switching one off doesn't affect their siblings.

      Troubleshooting — common tutor questions

      • A tutor says they can't log into Bobbin
        They should use "Login with TutorCruncher" with their normal TutorCruncher email and password — there's no separate Bobbin sign-up. If that's not working, the issue is really a TutorCruncher login issue.
      • A tutor says their name, email or photo is wrong in Bobbin
        Get them to update it in TutorCruncher instead — Bobbin just copies it across automatically, usually within a few minutes. It can't be edited directly in Bobbin.
      • A tutor hasn't been asked to complete their lesson report
        Bobbin takes up to 15 minutes after a lesson ends to prepare it, then emails them. Ask them to check junk/spam and wait the full 15 minutes first. Still nothing after that — flag it to Ted.
      • A lesson still shows as not "Complete"
        This almost always means the tutor hasn't finished writing their Lesson Report yet — it moves to Complete automatically the moment they submit it, since we don't have report approval switched on.
      • A tutor can't find the lesson recording
        It's on the Lesson's own page, under the Transcript tab — recording and transcript are both there together.
      • A tutor asks if they can see feedback on their own teaching
        Not by default — Bobbin generates AI feedback on each tutor's teaching, but only admins can see it unless it's switched on organisation-wide. It isn't currently, so just let them know it's admin-only for now — Ted can decide later if he'd like to turn it on for tutors.
      • A tutor asks about the Bobbin mobile app
        It's for tutors only, built for running lessons and writing notes on the go. They download it and log in the same way — "Login with TutorCruncher," no separate password.
      • A tutor mentions old documents from Lessonspace are missing
        TST has already moved over to Bobbin, so Lessonspace is no longer in use. Personal resources had to be moved by each tutor themselves before the switch — if one's missing something, flag it to Ted, but it may not be recoverable.
      Copy-paste library

      Templates Library

      Every ready-made message in one place. Copy, paste into WhatsApp or email, fill in the name, send.

      Template 1 — New Enquiry AcknowledgementHi [Name], it's Faye from The Student Tutors! 👋 We've received your enquiry — thank you! I'll be in touch soon to confirm everything. In the meantime, keep an eye out for an email from us with a link to book a quick 10-minute call with me — it just helps us match [child's name] with the perfect tutor. Any questions, just reply here! Faye
      Template 2 — Post-Trial Lesson Follow-Up (send within 2 hours)Hi [Name], it's Faye! 😊 Just checking in — how did [child's name] find their lesson with [Tutor name] today? Really hope it went well! If they're happy: "So glad to hear it! I'll book a block of lessons now." If they're undecided: "No worries at all — take your time. I'll check back in with you in a couple of days."
      Template 3 — Block Booking ConfirmationHi [Name], so glad the first lesson went well! 🎉 I'll book 10 weekly lessons for you and [Tutor name]. If you need to change times or cancel any weeks just let me know and I'll sort that for you. Any questions, just ask! Faye
      Referral offer — full messageHi [Name], as part of the TST family you can: Refer a friend to The Student Tutors and once their child has had a few lessons with us, we'll add £50 credit to your account. They'll get a free first lesson as usual, plus £50 credit of their own to get started. If you know anyone who'd benefit, just send them to thestudenttutors.co.uk/book-a-lesson and ask them to pop your name in the "referred by" box on the form. And if you've recommended us in a local parents' group or WhatsApp chat, send us a screenshot — we can give you £50 credit for that too if just one person signs up after seeing it!
      Referral offer — short versionQuick thank-you offer: refer a friend to The Student Tutors and you'll both get £50 credit once they're a few lessons in. If you've already recommended us in a local group or WhatsApp chat, send us a screenshot — happy to say thanks for that too!
      Tutor content nudgeHi [Tutor name]! It's Faye from The Student Tutors 😊 Just a friendly nudge — we're always on the lookout for lesson clips for our social pages, and yours pay out even for a quick 30–60 second one. Full guidelines and the upload link are here: [Tutor Content Guide link]. No pressure at all, just flagging in case it's useful! Faye
      The full Intake Call Script lives on the New Enquiry → Booking tab, since it's used during a call rather than copy-pasted.