Programmes Associate - ECT in Birmingham

We’re looking for someone who understands what excellent customer service looks like and is passionate about supporting others. As Programme Associate in the Early Career Teacher (ECT) faculty, you’ll play a key role in making sure our programmes run smoothly and our stakeholders have the best possible experience from start to finish. You’ll be part of a collaborative team, responsible for the operational delivery of one or more cohorts or programmes. You’ll support delivery partners by responding to queries, solving problems, maintaining accurate records and supporting reporting requirements, with a positive and professional manner. You’ll work closely with colleagues across Ambition Institute to share information, coordinate activity and maintain high standards. You’ll help us keep getting better, by spotting opportunities to improve our processes and sharing feedback from those we support.

Who we’re looking for

• You have experience in a customer service or programme delivery role, ideally in education or a related sector.
• You’re organised and methodical, with a keen eye for detail.
• You communicate clearly and confidently, both in writing and in person.
• You enjoy solving problems and finding ways to improve processes.
• You work well in a team and build strong relationships with colleagues and stakeholders.
• You’re committed to our vision of giving every child the best start in life.

What we would like you to do:

• Support with stakeholder engagement, answering queries and building effective relationships.
• Support programme delivery and attend events.
• Create and maintain excellent stakeholder journey experiences.
• Maintain and monitor accurate and up to date stakeholder records and information.

Working in a hybrid way, you’ll be attached to either our Birmingham, London or Manchester office and will report to Delivery Partner Lead. In line with our current ways of working, you’ll be expected to be in the office at least 1 day a month, in addition to team days and this may be reviewed by Ambition.

Skills, Knowledge and Experience

Essential

• A good understanding of customer service delivery and best practice.
• Good organisation, planning and prioritisation skills.
• Strong attention to detail.
• Good communication skills (written and oral).
• Ability to use own initiative.
• Able to respond positively and flexibly to change and/or to challenging situations with a desire to seek solutions and make improvements.
• Strong team player with the ability to work independently and seek advice where required.
• Able to accurately record, monitor and analyse data.
• Committed to equality and diversity.

Desirable

• Previous experience of using CRM systems, e.g. Salesforce.
• Previous customer service work experience ideally within the education or charity sector.

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 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 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. 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. You 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.

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. As an employer, we have a responsibility to prevent illegal working in the UK by ensuring that our employees have the right to work in the UK. Therefore, as part of the recruitment process to verify your eligibility you will be required to produce relevant documentation.