Customer Service Associate

Ambition Institute

. Handle calls and emails from applicants and participants .

Posted 10/15/2026full-timeBirmingham • United KingdomJuniorMid-Level💰 £26,228 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and the ability to communicate clearly and effectively, both verbally and in writing. Proficient in using Salesforce and telephony systems to manage queries and maintain accurate records while supporting educational initiatives.

Highest-signal resume keywords

Salesforce ProficiencyCustomer Service SkillsClear CommunicationAttention to DetailCollaborative Approach

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Friendly and Professional InteractionsQuick Query ResolutionTransparent CommunicationSupportive to ColleaguesAbility to Manage Varied Workload

Tools & Technologies

SalesforceTelephony Systems

Industry Keywords

Educational DisadvantageContinuous ImprovementStandard Operating ProceduresCustomer ExperienceAdministrative Support

About the role

Key responsibilities & impact

Handle calls and emails from applicants and participants
Use Salesforce and telephony systems to log, track and resolve queries
Provide clear and accurate information about Ambition Institute’s programmes, processes and policies
Maintain up-to-date records and ensure data quality in line with Standard Operating Procedures
Escalate complex or urgent issues to relevant colleagues or teams as needed
Support continuous improvement by sharing feedback on processes and customer experience
Collaborate with colleagues across teams to provide a seamless service for all users
Carry out administrative tasks to support the smooth running of the Front of House function
Report to the Customer Service Manager
Support Ambition Institute’s work helping schools tackle educational disadvantage and helping teachers and school leaders become more expert

Requirements

What you’ll need

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
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 (desirable)
Experience working in a fast-paced environment (desirable)
Safeguarding-related conviction restrictions apply to employment
No minimum educational credential is stated

Benefits

Comp & perks

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
Reasonable adjustments throughout the recruitment process for disabled applicants
Interview opportunity for disabled applicants who meet the minimum essential criteria, subject to application volume
Supportive work environment and team days