Impactful Customer Experience Associate – Hybrid

Ambition; Birmingham; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days’ annual leave

Employer pension contribution 11%

Agile, hybrid working culture

Hybrid office & remote working setup

Job summary

Ambition Institute in Birmingham is hiring a Customer Service Associate to deliver excellent support to applicants and participants. You’ll log and resolve queries, provide accurate programme information, and maintain quality records.

The role is hybrid, with office days in Birmingham, London or Manchester, reporting to the Customer Service Manager. We’re seeking friendly, responsive team players who can explain information clearly, escalate when needed and contribute to continuous service

Qualifications

• Right to work in the UK.
• Commitment to Ambition Institute’s mission and values.
• Friendly and professional in all interactions; quick to respond.
• Accurate and able to explain information simply.
• Confident communicator, by phone and in writing.
• Collaborative yet capable of working independently.
• Willingness to learn and adapt to new processes.

Responsibilities

• Handle calls and emails from applicants and participants.
• Log, track and resolve queries in Salesforce and telephony systems.
• Provide clear, accurate information about Ambition Institute’s programmes and policies.
• Maintain up-to-date records and data quality per SOPs.
• Escalate urgent issues to the right colleagues or teams.
• Share feedback to improve processes and customer experience.
• Collaborate across teams to deliver a seamless service for all users.
• Carry out administrative tasks to support Front of House operations.

Tools

Salesforce & telephony platforms

Job description

Ambition Institute in Birmingham is hiring a Customer Service Associate to deliver excellent support to applicants and participants. You’ll log and resolve queries, provide accurate programme information, and maintain quality records.

The role is hybrid, with office days in Birmingham, London or Manchester, reporting to the Customer Service Manager. We’re seeking friendly, responsive team players who can explain information clearly, escalate when needed and contribute to continuous service