Customer Service Associate

Customer Service Associate

Application Deadline: 13 May 2026

Department: Admissions & Operations

Employment Type: Permanent - Full Time

Location: London

Reporting To: Customer Service Manager

Compensation: £26,228 / year

Job Description

Ambition Institute is looking for Customer Service Associates to deliver excellent service to applicants and participants engaging with our programmes.

Responsibilities

• Serve as the first point of contact for queries via calls and emails.
• Use Salesforce and telephony systems to log, track and resolve cases, maintaining accurate records.
• Provide clear and 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 of the customer experience.
• Collaborate across teams to deliver a seamless service for all users.
• Carry out administrative tasks to support the smooth running of the Front of House function.

Qualifications

Essential:

• Right to work in the UK.
• Commitment to Ambition Institute's mission and values.
• Excellent customer service principles: friendly, professional, responsive, transparent, accurate, supportive, accountable and a confident communicator.
• 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, able to work independently when required.
• Attention to detail and commitment to maintaining accurate records.

Desirable:

• Strong customer service skills from a customer facing or administrative role.
• Experience working in a fast paced environment.

Benefits

• Competitive annual salary.
• Professional development for all staff.
• 25 days annual leave, plus bank holidays and a 'winter shut down' at the end of December/ beginning of January.
• Employer pension contribution of 11 %.
• Agile, hybrid working culture.
• Staff affinity networks focused on equality, diversity and inclusion.
• Blind recruitment process to ensure fairness.
• Enhanced maternity pay after a year's service.
• Shared parental leave package.
• Access to free, confidential 24/7 wellbeing and support line.
• Work from home technology package.
• Interest free season ticket or bike loans.

EEO & Safeguarding

Ambition Institute is an equal opportunity employer. We do not employ individuals with convictions for violence or dishonesty, sexual offences against minors or other offences relevant to the services we provide. We are committed to safeguarding children and the most vulnerable in society.

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