Customer Service Assistant

D&AD; Greater London; Hybrid; GBP 20,000 - 26,000; Full time

Job summary

An esteemed creative organization located in Greater London is seeking a Customer Service Assistant for a full-time fixed-term contract. The role requires managing queries from entrants across various communication channels while providing high-quality support throughout the awards process. Ideal candidates will have relevant experience in customer service or administrative roles, excellent communication skills, and proficiency with CRM systems. The position offers hybrid working conditions, requiring in-office presence a few days per week, fostering a supportive and collaborative environment.

Qualifications

• Experience in customer service, client support, or administrative roles, ideally in events or creative industries.
• Ability to manage queries across multiple communication channels.
• Experience using CRM systems to log interactions.

Responsibilities

• Manage queries via email, phone, and video calls efficiently.
• Provide high-quality support throughout the awards process.
• Support communications and follow up with entrants to ensure timely submission.

Skills

Customer service experience

Communication skills

Organizational skills

Problem-solving abilities

Research skills

Tools

CRM systems

Job description

Job Description

Job Title: Customer Service Assistant

Reports to: Operations Manager

Job Type: Full time fixed-term contract (7 January - 10 April 2026)

Deadline: 21 November 2025

Interviews: W / C 1 December 2025

Location: Hybrid working (2 fixed days in the London E2 office a week)*

Salary: 25250 pro rata

Hours: Monday - Friday (9 : 30am-5 : 30pm) - Flexibility is required when working to deadlines and covering team hours.

• Core office days are typically Tuesday and Thursday though this may change depending on team schedules busy periods or business needs.

About D&AD

Founded in 1962 D&AD is an organisation that is all about the pursuit of creative excellence within advertising and design - inspiring it celebrating it and enabling it. A fundamental way of us achieving this is through our world class learning programmes which up skill the current and future workforce.

Whilst our remit focuses on the advertising and design industry there is a broader goal : to demonstrate the positive impact that creativity can have across education the economy and within society.

Purpose of the Job

The D&AD Awards and New Blood Awards spotlight the worlds most outstanding creative work across commercial design advertising production and craft judged by over 260 global creative leaders. While the main D&AD Awards celebrate professional excellence the New Blood Awards champion emerging talent attracting thousands of entries from students and young creatives worldwide.

The Customer Service Assistant plays a key role in providing responsive high-quality support to entrants across both D&AD programmes. They will monitor shared inboxes and other support channels to resolve queries quickly and effectively ensuring a smooth experience for both prospective and existing entrants. The role involves answering questions via email phone zoom and in-person interactions as well as guiding entrants towards available self-support resources.

Beyond day-to-day query handling the Customer Service Assistant will also contribute to outreach and research to identify potential entrants and support them in submitting their work. They will work closely with the Operations and Business Development teams to ensure consistent communication seamless entrant journeys and the highest standard of customer care.

Key Responsibilities

Customer Service

Confidently manage outgoing and incoming entrant queries via email phone and video calls ( Zoom or similar platforms).

Provide high-quality tailored support to entrants throughout the awards process.

Proactively investigate and resolve queries escalating complex issues when necessary.

Build and maintain positive relationships with entrants ensuring a smooth and supportive experience.

Maintain D&ADs tone of voice and ensure responses are delivered within policy and agreed timeframes.

Accurately log and track all interactions to ensure accountability and timely follow-up.

Support following up with entrants to ensure timely submission of entries.

Share entrant feedback and insights with internal teams to help improve processes and service delivery.

Business Development

Develop and maintain a pipeline according to targets and provide clear and accurate reporting of sales outcomes and activities.

Develop and grow existing entrant relationships.

Coordinate and schedule calls or meetings between prospective entrants and Business Development Managers.

Support follow-up communications to entrants ensuring they receive timely and accurate information.

Assist the Business Development team with administrative tasks to help deliver growth and engagement initiatives.

Admin & Research

Conduct research to identify potential entrants award-winning talent and notable work across design advertising tech and film industries.

Maintain awareness of market activity including potential competitors industry trends best practices and potential collaborators to support the Business Development team.

Maintain accurate records of entrant interactions submissions and communications.

Collaborate with Operations and other internal teams to ensure smooth entry processing and resolve administrative issues.

Assist with general administrative duties to support efficient programme delivery.

Maintaining contact and company records

Audit clean and organise contact databases to ensure data is accurate and consistent.

Key Experience and Skills

Previous experience in a customer service client support or administrative role ideally in events awards or creative industries.

Experience managing queries across multiple communication channels (email phone chat in-person).

Experience using CRM systems or databases to log interactions and track communications.

Experience supporting outreach or research activities is a plus.

Basic research skills including identifying potential entrants and maintaining accurate records.

Able to communicate and present decks effectively on calls or virtual meetings with entrants when required.

Proficiency in a second language (ideally Spanish Portuguese or Mandarin) is a plus.

Personal Qualities

Excellent written and verbal communication skills with the ability to explain information clearly and professionally.

Strong organisational skills with the ability to manage multiple tasks and priorities effectively.

Problem-solving skills and the ability to resolve issues efficiently while escalating when necessary.

Proactive and adaptable with a willingness to support ad hoc projects and tasks as needed.

Ability to work collaboratively across teams and build positive relationships with internal and external stakeholders.

Passionate about design advertising and creative industries.

Diversity and Equality

D&AD is committed to diversity equality equity inclusion and respect for all. Providing a work environment in which all employees are treated with fairness respect and dignity and which is free of discrimination victimisation bullying and harassment. At D&AD we are interested in every individual bringing their Whole Self to work and this includes you! Please email to let us know if you need any reasonable adjustments to be made for any part of the recruitment process.

Legal Notes

In order to comply with the Prevention of Illegal Working Immigration Asylum and Nationality Act you will need to provide appropriate documentation that proves that you are eligible to work in the UK.

Due to the number of applications we receive we regret that you will not be contacted unless you are shortlisted for an interview. If you have not heard from us within three weeks of the closing date of your application you should assume that you have not been successful on this occasion.

Our privacy statement can be viewed on the D&AD careers page.