Be the first point of contact for queries, responding to calls and emails quickly and thoroughly.
Use Salesforce and telephony systems to log, track and resolve cases, maintaining accurate records and data quality.
Provide clear, accurate information about Ambition Institute’s programmes, processes and policies.
Escalate complex or urgent issues to relevant colleagues or teams.
Share feedback to support continuous improvement and help shape the customer experience.
Collaborate across teams to deliver a seamless service for all users.

Right to work in the UK
Commitment to Ambition Institute’s mission and values, with a passion for supporting educators and improving outcomes for children
Demonstrates our customer service principles by being:
Friendly and professional in all interactions
Quick to respond and thorough in resolving queries
Transparent and positive when communicating
Accurate and able to explain information simply
Supportive to colleagues and customers, and accountable for their work
Confident communicator, able to convey information clearly by phone and in writing
Comfortable using IT systems, including Salesforce (or similar CRM) and telephony platforms
Ability to manage a varied workload and prioritise competing demands
Willingness to learn, take feedback and adapt to new processes
Collaborative approach, with the ability to work independently when required
Attention to detail and commitment to maintaining accurate records
Strong customer service skills, with experience in a customer-facing or administrative role
Experience working in a fast-paced environment

Competitive annual salary
Professional development for all staff
25 days’ annual leave, plus bank holidays and 'winter shut down’ at the end of December/beginning of January
Employer pension contribution of 11%
Agile, hybrid working culture, so you can manage when and where you work
Staff affinity networks that help keep equality, diversity and inclusion at the heart of our work
Blind recruitment process to ensure equality and fairness in our hiring
Enhanced maternity pay after a year’s service
Shared parental leave package
Access to free, confidential 24/7 wellbeing and support line
Comfortable and collaborative workspaces in the city centres of Manchester, Birmingham and London
Work-from-home technology package to support hybrid working
Interest free season ticket / bike loans

Customer Service Associate

Key skills