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Customer Service Advisor
Ascentis AO (Awarding Organisation)Customer Service Advisor supporting customers of Ascentis, a UK educational charity and dyslexia software provider. Handling enquiries, CRM records, digital communications, and service improvements.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service delivery, effectively managing customer interactions across various channels while maintaining accurate records in CRM systems. Strong problem-solving abilities and a collaborative approach to improving customer experiences are essential.
Highest-signal resume keywords
Customer Service ExcellenceCRM System ProficiencyVerbal And Written CommunicationProblem-Solving SkillsCollaboration And Teamwork
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CRM SystemsMicrosoft Office ApplicationsDatabase ManagementCustomer SupportEnquiry Handling
Soft Skills
EmpathyOrganizational SkillsPositive AttitudeListening SkillsAdaptability
Tools & Technologies
ICT SystemsEmail Campaign ToolsWeb Chat PlatformsOnline Forms
Industry Keywords
Customer Relationship ManagementCustomer Experience ImprovementCustomer FeedbackCustomer TrainingService Standards
About the role
Key responsibilities & impact- Act as a first point of contact for customers
- Support customers via phone, email, web chat, and online forms
- Handle enquiries professionally and efficiently, focusing on positive outcomes
- Build strong customer relationships through timely support
- Manage enquiries and coordinate with specialist teams when additional assistance is required
- Provide customers with guidance, training, and practical solutions
- Develop expertise in products, services, and systems
- Contribute to the creation of customer resources
- Maintain accurate records within the CRM system
- Support customer communications and email campaigns
- Share ideas and gather customer feedback
- Identify opportunities to improve the customer experience and ways of working
- Collaborate with teams across the business to drive improvements
Requirements
What you’ll need- Passionate about delivering excellent customer service
- Professional and customer-focused approach to resolving queries and supporting customers
- Excellent verbal and written communication skills
- Confidence handling customer interactions by phone, email, web chat, and other digital channels
- Strong problem-solving skills
- Ability to listen, understand customer needs, show empathy, and provide effective solutions
- Well-organised and able to manage multiple priorities and deadlines
- Ability to achieve agreed service standards and targets
- Competent 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
- Ability to work independently when required
- This job does not meet the eligibility requirements to qualify for visa sponsorship
Benefits
Comp & perks- 25 days annual leave plus 8 public holidays
- Birthday day off
- Closure days gifted during the Christmas period
- Increased annual leave with long service
- Annual Leave Purchase Scheme, up to a maximum of 43 days
- Competitive pension benefits, including a salary sacrifice scheme
- Informal Flexibility, allowing you to flex your working times and location where viable
- Enhanced Maternity, Neonatal, Paternity, Shared Parental, and Adoption Leave and Pay
- Enhanced Sick Pay
- Life Insurance
- Paid Compassionate Leave
- State-of-the-art office and break facilities
- 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
- Proactive focus on wellbeing
- Aviva DigiCare+ health app with access to virtual GP appointments and annual health check
- Reward and recognition scheme
- Regular team building and communication activities