Ascentis
Customer Service Advisor
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Starting Salary: £23,133 per annum
Job Type: Permanent
Working pattern: 35 hours per week. Monday-Thursday in our Head Office in Lancaster, work from home on Fridays (flexible working options will be considered)
About the Role
As a Customer Service Advisor, you will be an important part of our Customer Experience Team, helping to deliver a high-quality service across every customer touchpoint. Acting as a first point of contact, you will support customers via phone, email, web chat, and online forms, ensuring enquiries are handled professionally, efficiently, and with a focus on achieving positive outcomes.
Working closely with colleagues across the organisation, you will help build strong customer relationships by providing timely support, managing enquiries, and coordinating with specialist teams when additional assistance is required. You'll play a key role in ensuring customers feel informed and supported throughout their journey, helping to create a positive and consistent experience.
The role offers the opportunity to develop expertise in our products, services, and systems while supporting customers with guidance, training, and practical solutions. You will also contribute to the creation of customer resources, help maintain accurate records within our CRM system, and support the delivery of customer communications and email campaigns.
We are committed to continuously improving the customer experience, and you will be encouraged to share ideas, gather customer feedback, and identify opportunities to enhance the way we work. By collaborating with teams across the business, you will help drive improvements that benefit both our customers and our organisation.
We are looking for someone who is customer-focused, organised, and eager to learn. Whether you are building on existing customer service experience or looking to further develop your skills, this role offers the chance to grow in a supportive environment while making a meaningful contribution to customer satisfaction and business success.
Key Responsibilities
- Support customers via phone, email, web chat, and online forms
- Manage enquiries and coordinate with specialist teams
- Provide timely support and ensure a positive customer experience
- Develop expertise in products, services, and systems
- Contribute to the creation of customer resources
- Maintain accurate records within the CRM system
- Support the delivery of customer communications and email campaigns
- Share ideas and identify opportunities for improvement
- Collaborate with teams across the business
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Requirements
- Passionate about delivering excellent customer service
- Excellent verbal and written communication skills
- Strong problem-solving skills with the ability to listen, understand customer needs, show empathy, and provide effective solutions
- Well-organised and able to manage multiple priorities, work to deadlines, and achieve agreed service standards and targets
- Competent in the use of ICT systems, including databases, CRM systems, Microsoft Office applications, and other business technologies
- Collaborative team player with a positive attitude towards learning, change, and continuous improvement, whilst also being able to work independently when required
Further Information
Closing date: Monday, 31 August 2026
Contact: Rozanne Brayshaw, Customer Experience Team at Rozanne.Brayshaw@idlsgroup.com
We reserve the right to close the job vacancy early if we find an appointable candidate or receive a high volume of applicants.
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. 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 Ascentis 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) in the UK as well as being a leading Access Validating Agency. We are based in Lancaster but we have a national reach, with a significant customer base in London. We have recently secured two major achievements, winning the Innovation of the Year and Awarding Organisation of the Year at the 2024 Federation of Awarding Bodies awards.
In addition to working with Colleges, Training Providers and Local Education Authorities, Ascentis also operates within the Primary and Secondary school sector in the UK and International schools, using our specialist IDL software that provides multi-sensory programmes in literacy, numeracy and phonics. Today the software is used by thousands of children across the world.
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Ascentis 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 found here.
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, locked bike storage shed
- Access to car electric charging points (charges payable by employee)
- 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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