Job Description

Hybrid Customer Service Advisor - No weekend working!


Location: Stockbridge House (NE1 2HJ)


Start Date: 18th August 2025
Salary: 23,810 pro rata
Contract: FTC (Fixed Term Contract) 8 weeks with potential to be extended
Full availability required to attend onsite training between 18th August 2025 to 22nd August 2025 (Monday - Friday 9.00am - 5.30pm)


Hybrid Pattern: Tuesday and Wednesday in office following training sign-off.


About us


We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.


We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies - and ultimately grow and confidently embrace the future.


We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.


Future shapers. Experience makers.


The Role


An exciting opportunity to work on a national helpline providing specialist advice and support to schools in administering the Standards & Testing Agency; Reception Baseline Assessment and Multiplication Tables Checking.


You will support the inbound phone line service, outbound chase activity and respond to email inquiries from the school relating to the initial end-to-end. To ensure that all service users receive the excellent provision that they are accustomed to from the Department for Education, a strong passion for going the extra mile and driving excellence is needed.


Business hours are 8am-5pm, where this team is on a shift pattern of either 8am-16.30 or 8:30am-17:00. There may be requirements to support in different areas of the campaign when necessary, therefore a flexible attitude to working hours is essential.


Key Responsibilities and Accountabilities


Work within defined quality guidelines and maintain good practices at all times
Access and research information sought by callers quickly and accurately
Accurately collate and record caller information for use in management information reports
Develop and maintain an interest in related topical issues and those likely to affect contacts
Deliver specialist subject material as appropriate
Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist
Undertake administrative and other tasks as required relevant to working environment


Knowledge, Skills & Qualifications


Educated to at least Level 2; to include Maths and English qualifications (Essential)
Excellent telephone manner with exceptional verbal and written communication skills
IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office
The position is subject to an enhanced CRB Check and further vetting processes as appropriate to fill our contractual and safeguarding procedures
Experience of providing technical support and guidance.
Understanding of confidentiality in relation to safeguarding situations and Data Protection Act.


In return, we'll offer you:


28 days holiday (including 8 public/bank holidays) pro rata
Excellent on the job training and on-going core skills development
Life assurance and access to a company pension scheme (after qualifying period)
Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
An employee assistance programme to ensure your wellbeing
Monthly employee-voted awards to recognise your achievements
Unique career opportunities within this client partnership


Still like what you see? If want a role where you're encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today!


You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
You must be based in the UK
You will need a quiet and comfortable ergonomic workstation when working from home


Diversity & Inclusion Statement


It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.