Virtual Tutoring: FAQs

A: Bright Horizons continues to add and enhance services to meet working parents’ evolving needs. In response to continued high demand for academic support, we have added the capability to book virtual 1:1 expert tutors through Bright Horizons Back-Up Care.

A: All permanent employees are eligible to use this programme.

A: Virtual tutoring combines the support of expert online tutors with industry-leading technology to help your child develop successful learning habits. Your child’s curriculum will be individualised to their unique needs in maths and/or English alongside support for SAT’s and confidence. You can also secure tutoring for 11 Plus, entrance exams and GCSE Maths.

Your child’s tutor will join them via live video stream to guide them, explain tricky concepts, celebrate their successes, and provide support to overcome challenges. Expert staff work hard to ensure that your child’s needs are met and nurture their growth from the second they join. A range of tailored tuition courses and resources to support budding beginners to gifted, advanced learners are available.

Virtual tutoring includes: 

• Four weekly, one-hour 1:1 virtual tutoring sessions. Pre booking required.
• 24/7 access to your child’s progress updates. Unlimited access to your child’s tailored programme during the four-week period. You’ll be able to see your child’s progress throughout their membership via the online Members’ Portal . You can track the skills that they are mastering and the learning goals they are achieving, including more in-depth reviews with an Explore manager. Your child’s tutor will also provide feedback at the end of each session.

A: Explore Learning has been providing tuition for children for over 20 years and support children to reach their full potential

A: All tutors are UK based and are selected for their positive attitudes, high energy levels and a strong academic journey. Explore Learning are on the voluntary Ofsted register and have robust recruitment, training and safeguarding policies in place, including the requirement for a clear enhanced Disclosure and Barring Service (DBS) check for each employee delivering tuition.

Explore Learning recruit exceptional people, who fulfil these six core competencies:

• Have the ability to bring a child's learning to life
• Are passionate about helping children achieve their potential
• Can relate to and build a good rapport with others
• Have a strong academic background in English & maths
• Are presentable, reliable and possess excellent communication skills
• Can work well in a team and help to generate a positive, fun and exciting atmosphere.

A: Tuition is available for children aged 4-14 years, 8-11 years for 11 Plus and Entrance Exams and 13-17 years for GCSE Maths.

A: Maths, English and GCSE maths.

A: Yes. Explore Learning are mapped to school curriculums; National Curriculum, Curriculum for Excellence, Northern Ireland Curriculum and the National Council for Curriculum and Assessment.

• For GCSE Maths tuition, please be aware of your child’s GCSE Maths Exam Board prior to making your booking.
• For entrance exam or 11+ tuition, please be aware of your child’s 11+ or Entrance Exam papers, subjects and requirements prior to making your booking.

This information will support Explore Learning in getting your child started quicker.

A: Yes. You can choose both English and maths modules.

A: Children are unique in their own individual way. Your tutor will get to know your child’s learning habits, so will be the best people to advise you on how they can support your child. If you have any concerns or questions about this, you can speak to the Explore Learning team prior to booking. More information on how Explore Learning support children with SEN can be found HERE.

A: You may exchange your back-up care allowance for virtual tutoring credits on the Back-Up Care booking system. The below indicates what is deducted based on your employers subsidy type.

A: We suggest booking 4 hours initially. You can then book additional hours if required dependent on your child’s educational needs. We’d recommend booking additional hours prior to your initial booking ending for a seamless approach of continuing with the same day/time tutor.

A: Yes. To request virtual 1:1 tutoring, log in to your Back-Up Care account. For any questions or queries, please call 0800 247 1101, available 24/7.

A:

• 1. Log into your employer Back-up Care booking system and choose Tutoring.
• 2. Purchase credits for tuition using your back-up care allowance.
• 3. The provider, Explore Learning, is notified of your purchase and will contact you within 48 hours* (Mon-Fri) to hold a brief assessment call. This will help them understand your child’s skill level and learning goals and to schedule your first of four virtual tutoring sessions.

*If you make a tutoring request on a Friday, you will be contacted the following Monday or Tuesday.

Please note:

• For GCSE Maths tuition, please be aware of your child’s GCSE Maths Exam Board prior to making your booking.
• For entrance exam or 11+ tuition, please be aware of your child’s 11+ or Entrance Exam papers, subjects and requirements prior to making your booking.

This information will support Explore Learning in getting your child started quicker.

• 4. Once confirmed by Bright Horizons, booking requests for virtual 1:1 tutoring will not be refunded, however 1:1 tutoring sessions can be rescheduled on your Members’ Portal.

A: Once you have completed your booking using your virtual tutoring credits, you will receive an introduction call from your Explore Learning management team within 48 hours.

Please note: Once a booking has been made, your child’s tuition sessions must begin within a month. You cannot make a booking more than a month in advance of wanting to begin tuition.

A: We suggest booking 4 hours initially (one block). You can then book additional hours if required dependent on your child’s educational needs. We’d recommend booking additional hours prior to your initial booking ending for a seamless approach of continuing with the same day/time tutor.

Please note: Bookings need to be made through your Back-Up Care account, not with Explore Learning.

A: If you love the tuition and would like to book additional sessions, please go back to your Bright Horizons booking process to purchase more credits. Explore Learning will then be in touch again to get you re-started!

A: Yes, once you have registered to use Back-Up Care, you will be able to book virtual tutoring via the app. Download the app here: iOS/Android

A: No. Explore Learning will respond within 48 hours* (Mon-Fri) of a reservation submitted through Bright Horizons. From there, you can schedule your first of four weekly virtual tutoring sessions.

*If you make a tutoring request on a Friday/bank holiday, you will be contacted the following working day.

A: Yes. Please specify the tutor upon booking and you can continue to work with the same tutor, (based on the tutor’s schedule and availability). To ensure a seamless process we suggest making additional bookings prior to your initial sessions ending.

A: Every child has their own individual tutoring session with maths and English questions that are tailored to them and their specific individual learning needs. This means that siblings or children of the same household cannot share the same tutoring session. However, it is possible to have the same tutor for each of your children, based on tutor availability. These tutoring sessions will still be at different times.

A: Whilst we recognise that some children may prefer to undertake sessions independently, a parent/guardian should remain nearby for the duration of any member’s session – to be available for feedback at the end and respond to concerns or emergencies throughout. We also advise that younger members and those with additional medical or educational needs are supervised at all times.

Full details on the responsibilities that Explore Learning expect members, their families and their staff to adhere to, to ensure everyone is kept safe when working online, can be read within their Online Safety Policy & Procedures.

Where parents or staff are concerned that a child may be vulnerable to, or experiencing online abuse, or exposure to inappropriate content when working online, they must follow company Safeguarding Procedures and report concerns immediately as advised.

A: Virtual 1:1 credits are available for 12 months from the date when they are applied to your tutoring provider account, however we ask that you book the four initial sessions with Explore Learning within the first month of exchanging your days. This ensures a consistent experience with your assigned tutor.

A: When you request virtual 1:1 tutoring through the back-up care website, you exchange use of back-up care for tutoring hours. At that point, the hours are credited to your tutoring account and any adjustments to your tutoring schedule will be managed with Explore Learning. You are not able to cancel sessions booked but you can re-schedule them via your Members’ Portal.

Please let Explore Learning know as soon as possible so they can let your tutor know. They will then add the session to the end of your booking, extending your tuition end date. For the best availability, please reschedule your sessions as far in advance as possible. Please note – sessions cancelled within 48 hours of their start time will be lost.

A: If you need to reschedule a session you will need to go to the ‘My Account’ section on your Members’ Portal. For best availability, please do this as soon as you know you need to reschedule a session. Tutored sessions are to occur on a weekly basis, on the same day and at the same time. Should you wish to change your weekly session, day or time, please go to your Members’ Portal.

Please note – sessions cancelled within 48 hours of their start time will be lost.

A: If you need to reschedule a session please navigate to the ‘My Account’ section on your Members’ Portal as soon as you know you need to reschedule. You can manage your sessions up to 8 weeks in advance. For best availability, we ask that you reschedule your session via your Members’ Portal at least one week in advance. If you need to reschedule your session with less than a week’s notice, there may be limited availability. Please note, you cannot reschedule sessions to a different day and time past your credit spend end date.

A: Explore Learning cannot guarantee that rescheduled sessions will be with the same tutor; this will depend on the teams’ availability alongside yours as a family.

A: If you are looking to permanently change your session to another day or time, please contact your centre team who will help you with this. For contact details of your centre team go to the My Account section on your Members’ Portal.

The dedicated team are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. (Closed on Sundays.)

A: Sessions are booked on a continuous weekly basis; therefore breaks aren’t permitted. Children must attend at least one session a month to keep your session slot. If you are going on holiday, please reschedule your sessions on your Members' Portal or contact the Explore Learning team to notify them that you will be attending your sessions whilst abroad. 

Keeping your child’s attendance consistent over the school holidays will support them in making better progress. If you can’t make your regular day and time, don’t forget to reschedule your session to a time that suits you, this can be done in the ‘My Account’ section on your Members’ Portal. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible.

Going on holiday? Please refer to the below question, ‘What happens to my sessions when I go on holiday?’.

A: If you are going on holiday and wish to reschedule, you can do so via your Members’ Portal. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible.

Please note: You will only be able to bring sessions forward ahead of their scheduled time if they are in the same calendar month.

Except for Ireland, Explore Learning does not accept any international members. This includes existing UK members who are moving abroad on a part time, temporary or permanent basis. They also do not permit online sessions to take place while abroad on holiday. Please inform your Explore Learning centre team if you are residing in an international country.