Customer Service Associate

Final date to receive applications: 22 October 2026

Department: Front of House

Employment Type: Permanent - Full Time

Location: London

Reporting To: Customer Service Manager

Compensation: £26,227.50 / year

Ambition Institute is looking for a Customer Service Associate to play a vital role in delivering excellent customer service to applicants and participants engaging with our programmes.

In this role, you’ll:

• 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.

A great teacher changes the future every day. Especially for children who have had a tough start in life, a teacher can be the critical factor in their success.

At Ambition Institute we help schools tackling educational disadvantage to keep getting better and help their teachers and school leaders to become more expert over time.

That’s how we’ll make sure every child gets a great education and the best possible start in life.

• We train teachers and leaders at all levels to get better at the things that make the biggest difference: what you teach, how you teach it, and how you create the conditions for schools to thrive.
• We share what works. Everyone can benefit from evidence of how great teaching and leadership can improve schools and change lives, so we connect people to the latest research and best practice.
• We champion every teacher and school leader’s potential to develop, as the driving force for sustainable school improvement.

• 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 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’ll be attached to either our Birmingham, London or Manchester office and will report to Customer Service Manager. 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.

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…