Customer and Partner Operations Advisor in London

At AAT it’s our mission to make it possible for more people to experience the opportunities a career in finance brings, through our accessible qualifications and supportive community.

Contractual hours: 35 hours per week.

Term: Permanent.

Salary: £29,955 per annum.

Location: Hybrid working with 1‑2 days per week in our office in Canary Wharf.

What exactly will you be doing?

As a Customer and Partner Operations Advisor, you will deliver accurate, timely and empathetic support to customers and partners while carrying out key operational activities in line with AAT’s policies and Standard Operating Procedures. You will resolve enquiries, manage second‑line escalations and provide clear guidance on processes and services, ensuring every interaction reflects AAT’s commitment to delivering a high‑quality experience. This role combines operational delivery with customer support and cross‑team collaboration. You’ll help customers make informed decisions about their next steps, support partners in navigating AAT processes confidently, and ensure consistency and accuracy across all operational activities.

Your Major Objectives Will Include:

• Deliver operational activities efficiently and accurately in line with agreed processes and timeframes.
• Provide clear guidance on AAT policies, procedures and services to support informed decision‑making.
• Investigate and resolve second‑line enquiries and escalations, ensuring customers and partners feel heard, supported and valued.
• Maintain up‑to‑date knowledge of AAT products, services, policies and procedures.
• Accurately update internal systems with all interactions, actions and resolutions.
• Identify vulnerable customers and escalate safeguarding concerns appropriately.
• Handle customer and partner data securely and in line with data protection requirements.
• Identify customer and partner journey pain points and share insights to improve processes and experience.
• Maintain and contribute to process documentation and knowledge bases to improve consistency and efficiency.
• Collaborate with internal teams and subject matter experts to resolve complex queries effectively.
• Contribute to continuous improvement initiatives and maintain accuracy in operational processes.

What are we looking for?

• Strong verbal and written communication skills.
• Excellent active listening and problem‑solving abilities.
• Confidence handling multi‑channel enquiries with professionalism.
• Good time management, prioritisation and attention to detail.
• Experience in customer service or a similar support‑based environment.
• Ability to work collaboratively within and across teams.
• Empathy, resilience, adaptability and a positive, solutions‑focused mindset.
• Familiarity with CRM or digital platforms.
• Understanding of Awarding Organisation or professional body environments (desirable).
• Educated to A‑Level standard or equivalent, ideally in business, communications or customer relations.

What are the benefits?

• Hybrid working (1‑2 days per week in our London office) and opportunities for further flexible working.
• 25 days’ annual leave, increasing one day per year up to a maximum of 30 days plus bank holidays.
• Great pension scheme, life assurance and critical illness cover.
• Health cash plan.
• Enhanced maternity and shared parental leave contributions of up to 6 months’ full pay depending on the length of service.
• Regular wellbeing initiatives.
• Cycle2Work scheme.

We are committed to being an inclusive and welcoming place to work. We encourage applications from diverse candidates and make recruitment decisions based on skill and experience. We have a Diversity and Inclusion (D&I) Champions group, which leads on our D&I strategy and organises events to celebrate and raise awareness. We are a disability‑confident committed employer and have signed up to the Race at Work Charter.