Customer Service Associate

• 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 Institutes 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.

• We train teachers and leaders at all levels to get better at the things that make the biggest difference: what you teach how you teach it and how you create the conditions for schools to thrive.
• We share what works. Everyone can benefit from evidence of how great teaching and leadership can improve schools and change lives so we connect people to the latest research and best practice.
• We champion every teacher and school leaders potential to develop as the driving force for sustainable school improvement.

We would like you to:

• 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 Institutes 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

Skills Knowledge and Experience

• Right to work in the UK
• Commitment to Ambition Institutes 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

Whats in it for you.

• 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 years 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

You should apply for this role if:

• You care deeply about educational disadvantage and being part of an organisation that challenges inequality
• You have a good work ethic and strive to make a difference in the job you do
• You always give maximum effort to understand and meet the needs of our partners and participants
• You always have a great attitude so we can do for all our colleagues partners and participants
• You are open to feedback and learning because we want to keep getting better
• You work with your initiative to bring new ideas and a fresh perspective
• You are well organised and can prioritise work that will have the greatest impact

Youll love working at Ambition if

• You want a career with a person-centred organisation with a cause at its heart.
• You have a collaborative work ethos bring warmth and good humour to work and constructive outlook to every situation
• You enjoy working in a fast-moving workplace with a great support structure around you
• You would like to grow with an ambitious organisation as it progresses over time
• Want flexibility in how you work splitting your time between one of our offices and remote working and managing your own working patterns to get the job done.

How to apply