Customer Service Associate in Birmingham

Ambition Institute is looking for Customer Service Associates to play a vital role in delivering excellent customer service to applicants and participants engaging with our programmes. 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 Institute’s 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’re looking for someone who is friendly and professional, quick to respond, accurate and able to explain information simply. If you’re committed to our mission and thrive in a fast‑paced, customer‑focused environment, we’d love to hear from you.

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 Institute’s 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 the 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.

Working in a hybrid way, you will be attached to either our Birmingham, London or Manchester office and report to the Customer Service Manager. You will be expected to be in the office at least one day a month, with additional team days as required.

Skills, Knowledge and Experience

Essential

• Right to work in the UK.
• Commitment to Ambition Institute’s 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.

Desirable

• Strong customer service skills, with experience in a customer‑facing or administrative role.
• Experience working in a fast‑paced environment.

What’s 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 year’s service.
• Shared parental leave package.
• Access to a 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.

We are committed to the safeguarding of children and the most vulnerable in our society and, as such, we are unable to employ individuals with relevant convictions, including the following: a conviction for an offence involving violence or dishonesty, of a sexual nature or against minors, or for any other offence that is relevant to the nature of the services provided by our organisation. All applicants must be able to demonstrate the right to work in the UK and comply with relevant UK employment regulations.