Customer Support Advisor IDLS · Ascentis ·
Customer Support Advisor IDLS · Ascentis ·

Customer Support Advisor IDLS · Ascentis ·

Lancaster Full-Time 18600 - 25800 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Provide exceptional customer service and support to clients in the education sector.
  • Company: Join Ascentis, a leading educational charity transforming lives through innovative learning solutions.
  • Benefits: Enjoy 25 days annual leave, flexible working options, and a vibrant office environment with great perks.
  • Why this job: Be part of a passionate team making a real impact in education while developing your skills.
  • Qualifications: Excellent communication skills and a positive attitude are essential; ICT competency is a plus.
  • Other info: Work from home on Fridays and enjoy a supportive, diverse workplace culture.

The predicted salary is between 18600 - 25800 £ per year.

Starting Salary: £22,256

Job Type: Permanent, Full Time

Working pattern: 35 hours per week, over 5 days

Working Location: Monday-Thursday in our Head Office in Lancaster, work from home on Fridays (Flexible working options will be considered)

About the role

We are looking for an enthusiastic individual with excellent communication skills to provide outstanding customer service.

In your role as Customer Support Advisor, you will be working within International Dyslexia Learning Solutions for the Ascentis group and will provide exceptional customer service throughout the customer journey. Undertaking various types of activity to make positive contact with all customers supporting them with their questions and queries.

In order to succeed as a Customer Support Advisor you will:

  • Provide exceptional customer service to ensure the renewal of product licences in order to hit the customer retention target.
  • Maintain and build relationships with existing customers.
  • Provide ongoing advice and guidance to our customers on products and services with a view to increasing provision across the current customer base.
  • Deal with incoming enquiries and coordinate client meetings as requested
  • Ability to organise and prioritise.

The full job description can be seen by clicking here.

So, what are you waiting for?

If you like the sound of the role and the organisation, and you think the below attributes describe you well, then we would love to hear from you. Are you:

  • Able to achieve agreed targets and to work to deadlines.
  • Excellent at verbal and written communication skills.
  • Motivated, flexible and willing to go the extra mile.
  • Competent in the application and operation of ICT, for database operations, Outlook, Excel & Word
  • Positive with a ‘can-do’ attitude

The full list of the key attributes required can be found in the job description.

Further information

Closing date: Monday, 25 August 2025

Anticipated Interview date: One of eitherWednesday 27 August, Thursday 28 August or Monday 1 September 2025

We reserve the right to close the job vacancy early if we find an appointable candidate or receive a high volume of applicants.

If you have any questions or would like to discuss this opportunity further, you can contact Rozanne Brayshaw, IDL Customer Experience Manager at rozanne.brayshaw@idlsgroup.com

This job does not meet the eligibility requirements to qualify for visa sponsorship.

About us

We are proud to be one of the UK’s leading educational charity groups, encompassing an awarding organisation, a provider of dyslexia intervention software and an online training organisation. Our enthusiastic people bring genuine passion and natural energy to everything that they do and through their infectious energy they transform the lives of thousands of people each year through the power of education. It has never been a more exciting time to join The Ascentis Group as we continue our journey of growth across the UK and overseas.

We are market leading in the education sector and the specialist areas we operate within, maintaining the #1 provision for ESOL (English for Speakers of Other Languages) and Access in the UK. We are based in Lancaster but have a national reach and hold top positions in all areas we operate within and have a dominant market share in London. We recently won two awards at the FAB 2024 Awards – Innovation of the Year and Awarding Organisation of the Year.

International Dyslexia Learning Solutions (IDLS) is part of the wider Ascentis Group providing specialist multi-sensory software programmes to primary and secondary schools in the UK and internationally. The focus of IDLS is to provide learning solutions to those with literacy and numeracy needs. Today the software is used by thousands of children across the world.

The Ascentis Group is made up of brilliant people, unique in terms of background, personality, characteristics, experience and skill. We value our people for the differences they bring to the table and believe this diversity is powerful. We are an equal opportunities employer, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

To find out what our employees have to say about working at Ascentis watch the video foundhere.

Benefits

  • 25 days annual leave plus 8 public holidays, birthday day off, closure days gifted during the Christmas period, increased annual leave with long service and an Annual Leave Purchase Scheme (up to a maximum of 43 days)
  • Competitive pension benefits, including a salary sacrifice scheme
  • Access to Informal Flexibility, allowing you to flex your working times and location where viable
  • Incremental service benefits as a family-friendly employer, including enhanced Maternity, Neonatal, Paternity, Shared Parental, Adoption Leave and Pay, Sick Pay, Life Insurance, and Paid Compassionate Leave
  • Access to state-of-the-art office and break facilities, such as bean-to-cup coffee machine, vending machine, pool table, Xbox, outdoor seating, dressing room (with access to hair dryers, straighteners, airers, shower facilities), Harry Potter reading room, employee library and more
  • Free parking, paid electricity charging points, locked bike storage shed
  • Tailored learning and development opportunities
  • Cycle to Work Scheme
  • Home and Tech Scheme
  • Discounted gym membership at 3-1-5 Health Club
  • 24-hour employee helpline and a proactive focus on wellbeing
  • Aviva DigiCare+ health app with access to virtual GP appointments, annual health check and more
  • Reward and recognition scheme, regular team building and communication activities

Do you like the sound of Ascentis, but think your skills might suit another role?

We also have other vacancies available. Take a look at our website for more! www.ascentis.co.uk/jobs

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Customer Support Advisor IDLS · Ascentis · employer: The Ascentis Group

Ascentis is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and a generous benefits package including 25 days of annual leave, flexible working options, and tailored learning opportunities. Our vibrant work culture in Lancaster fosters collaboration and innovation, allowing you to make a meaningful impact in the education sector while enjoying state-of-the-art facilities and a supportive team environment.
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Contact Detail:

The Ascentis Group Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Support Advisor IDLS · Ascentis ·

Tip Number 1

Familiarise yourself with the International Dyslexia Learning Solutions (IDLS) and their products. Understanding their offerings will help you engage more effectively during interviews and demonstrate your genuine interest in the role.

Tip Number 2

Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can help you articulate your responses clearly and confidently, which is crucial for this position.

Tip Number 3

Network with current or former employees of Ascentis on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview.

Tip Number 4

Prepare questions to ask during your interview that reflect your understanding of the role and the company. This shows your enthusiasm and helps you stand out as a candidate who is genuinely interested in contributing to the team.

We think you need these skills to ace Customer Support Advisor IDLS · Ascentis ·

Excellent Verbal Communication Skills
Strong Written Communication Skills
Customer Relationship Management
Problem-Solving Skills
Organisational Skills
Time Management
Ability to Work to Deadlines
Motivation and Flexibility
ICT Proficiency (Outlook, Excel, Word)
Positive Attitude
Customer Service Orientation
Ability to Handle Inquiries
Team Collaboration Skills
Adaptability to Change

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights your customer service experience and communication skills. Use specific examples that demonstrate how you've successfully handled customer queries or built relationships in previous roles.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Mention how your skills align with the job requirements, particularly your ability to achieve targets and work flexibly.

Showcase Relevant Skills: Emphasise your ICT competencies, especially with tools like Outlook, Excel, and Word. Provide examples of how you've used these tools to enhance customer service or improve efficiency in past positions.

Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Support Advisor.

How to prepare for a job interview at The Ascentis Group

Showcase Your Communication Skills

As a Customer Support Advisor, excellent communication is key. Be prepared to demonstrate your verbal and written skills during the interview. You might be asked to role-play a customer interaction, so practice articulating your thoughts clearly and confidently.

Understand the Company and Its Values

Familiarise yourself with Ascentis and its mission, especially regarding International Dyslexia Learning Solutions. Showing that you understand their goals and values will help you stand out as a candidate who is genuinely interested in the role and the company.

Prepare for Customer Scenarios

Think of potential customer scenarios you might encounter in this role. Prepare examples of how you would handle difficult situations or queries. This will demonstrate your problem-solving skills and your ability to maintain a positive attitude under pressure.

Highlight Your Flexibility and Motivation

The job requires a motivated individual who is willing to go the extra mile. Be ready to share examples from your past experiences where you demonstrated flexibility and a strong work ethic. This will show that you are a good fit for the dynamic environment at Ascentis.

Customer Support Advisor IDLS · Ascentis ·
The Ascentis Group
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  • Customer Support Advisor IDLS · Ascentis ·

    Lancaster
    Full-Time
    18600 - 25800 £ / year (est.)

    Application deadline: 2027-08-19

  • T

    The Ascentis Group

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