Customer Services Adviser in Manchester

Customer Services Adviser

Permanent

Manchester : 23580 – 25450

Hybrid Remote

Are you great at solving problems and helping customers? Can you provide clear and accurate information to customers first time? Are you ready to make a meaningful impact on the lives of thousands of students?

About the role

As a Customer Service Advisor you will be the first point of contact for customers ensuring their queries are resolved accurately and efficiently. You will handle inbound and outbound communication via calls, emails, Live Chat and social media. Responsibilities include troubleshooting technical issues, updating customer records, resolving complaints and identifying opportunities to promote AQA\’s products and services. You\’ll also contribute to team discussions sharing customer feedback to help improve processes.

1. When working alongside the Subject Support team: handle subject specific queries from teachers and schools.
2. When liaising with schools, examination officers, parents and students: support queries ranging from pre-examinations to post-results.
3. Provide outstanding service to both internal and external stakeholders.

Benefits and incentives

• Variety and impact: engage with a wide range of people and see the direct impact of your work.
• Training: comprehensive training in the systems you will use.
• Generous leave: 25 days of annual leave growing to 30 days plus additional Christmas and New Years leave.
• Volunteer time: up to 5 paid days to volunteer for charities.
• Health coverage: private medical insurance through Bupa covering all conditions from day one.
• Wellbeing support: cycle-to-work scheme, gym discounts and mental health resources.
• Pension: up to 11.5% employer pension contributions.
• Flexible work: balanced 35‑hour work week with flexible hours; office attendance approx. two days a week.

What you need to be successful

• Experience in a customer service role, preferably in a fast‑paced environment.
• Strong problem‑solving skills and ability to resolve customer issues.
• Excellent communication and active listening skills.
• Ability to manage time efficiently and handle multiple tasks.
• Basic IT skills (Microsoft Office, CRM).
• Team player with commitment to continuous improvement.

Next steps

If you put customer centricity at the heart of every decision and deliver exceptional experiences, upload your CV and cover letter by the closing date.

Applications will close at 23:59 on Sunday 7th September. Interviews will be held in our Manchester office from 15th September.

Equal opportunity statement

AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All applicants, regardless of religion, ethnicity, gender identity, age, disability, sexual orientation or background, are valued, respected and supported to thrive.

Full Job Description

Summary: The Customer Service Advisor’s main objective is to resolve customer queries on the first contact, ensuring accurate and efficient solutions that boost customer satisfaction. Reporting to the Customer Services Team Manager, you will record interactions, resolve or escalations, perform administrative tasks, and promote AQA’s brand positively.

Responsibilities

• Respond to customer queries, aiming for right‑first‑time resolution.
• Technical troubleshooting of digital products (connectivity, passwords, software).
• Complaint handling: address complaints promptly.
• Update customer information and maintain accurate records in line with GDPR.
• Complete administrative duties.
• Identify opportunities to promote products and services.
• Provide feedback on customer experience for continuous improvement.
• Participate in regular training and stay updated on product knowledge.
• Adhere to company policies on confidentiality, data security and compliance.

Required qualities

• Customer centricity and commitment to exceptional service.
• Active listening and empathy.
• Problem‑solving and proactive solutions.
• Attention to detail in record‑keeping.
• Excellent communication and interpersonal skills.
• Time management and task prioritisation.
• Team player and collaborative approach.
• Basic digital proficiency (Microsoft Office, internet, CRM, telephony).

Monthly Salary: 23580 – 25450