Customer Experience Advisor

**Starting Salary**: £22,256

**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 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 on 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.

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 found here.

**Job description**

As a Customer Experience Advisor, you will be the main support point for Ascentis customers, providing first-class service both internally and externally to assist customers throughout the customer journey.

You will work well alone and in a team on the following tasks:

- Deal with a broad range of enquiries from centres and other stakeholders, providing a high level of support and service, working to defined timescales to resolve queries and issues to the satisfaction of the customer.
- Answer, direct and make telephone calls to and from customers and stakeholders in a professional and helpful manner.
- Log relevant detailed information on to the Customer Relationship Management (CRM) system in an accurate and timely manner.
- Develop and maintain effective working relationships with customers, using the most appropriate communication channels to enhance their experience with Ascentis and retain their business.
- Liaise and communicate effectively with Ascentis staff to ensure the best service is given to internal and external stakeholders.

You will need to be committed to providing a high level of service to all our customers, be confident and professional and have the ability to deliver solutions when dealing with customer queries.

For full job description, please click here.

**So, what are you waiting for?**

**Closing date: 29**th** August 2025**

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

**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