Job Description

Location:

Stockbridge House (NE1 2HJ), Newcastle

Requirement:

Full availability to attend on-site training from 23rd February to 13th March 2026 (Monday to Friday, 9am-6pm). Hybrid model (every Tuesday and Wednesday on-site) following successful completion of training.

Contract:

Permanent Role

Start Date:

23rd February 2026

Hours:

37.5 hours per week, core hours 8am-6pm, Monday to Friday (no weekend working). Flexibility to work outside normal office hours may be required.

Salary:

23,810 per annum



In a world where change is constant, we stand at the forefront of customer experience and business optimisation. We partner with forward-thinking organisations to reshape and reinvent how they connect with those who matter most. By delivering innovative, technology-led solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.



We are committed to empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.


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The Role

Join us as a Hybrid Customer Service Advisor in our Tactical Support Team, where you'll play a vital role in supporting Department for Education (DfE) customers. You'll deliver outstanding service across inbound phone, webchat, and email channels, ensuring every interaction is handled with care, professionalism, and a passion for excellence.



You'll also make outbound calls to promote DfE skills products and funding, supporting government ambitions and priorities. Flexibility is key, as you'll work across teams to respond to peak demand and support new business lines or ad-hoc campaigns as needed.


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What You'll Do

Collaborate with your team to deliver an exceptional customer experience, handling queries and administration accurately and efficiently Use your knowledge to provide tailored information, advice, and guidance, helping customers make well-informed decisions Respond to technical requests, escalating to Tier 2 support where necessary, and accurately record service user feedback Redirect callers to appropriate local or support services as required Support with administrative tasks and ensure accurate data entry in IT systems Promote DfE Skills products and provide key strategic messages to decision-makers Stay informed on relevant policies, industry changes, and topical issues Deliver specialist subject material and strategic skills support as appropriate Maintain high standards of quality and adhere to all internal processes and guidelines

What you'll bring to the table:

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Level 2 education (including Maths and English) -

Essential

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Relevant experience working one-to-one with customers or target audiences

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Excellent telephone manner and strong verbal/written communication skills

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Strong listening skills and a professional, non-judgmental approach

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Ability to meet deadlines and achieve individual targets in a fast-paced environment

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IT literacy, including proficiency with Microsoft Office and other commercial software

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Commitment to continuous professional development and willingness to undertake further training


Knowledge of Apprenticeships, T Levels, and industry placements is desirable


Understanding of confidentiality, safeguarding, and the Data Protection Act


Experience providing technical support and guidance is an advantage

In return, we'll offer you:

28 days holiday (including 8 public/bank holidays) plus the opportunity to purchase additional days off Excellent on the job training and on-going core skills development Life insurance and access to a company pension scheme (after qualifying period) Exclusive staff discounts, enjoy savings with leading brands via our MyRewardsprogramme, including retailers such as Apple, John Lewis, and M&S. Access to a 24/7 online GP, mental health services, fitness programmes and more, available to you and your immediate family. Vodafone Discount, receiving up to 15% off pay monthly plans for you and up to five friends or family members. 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 remotely Full availability during 3 week training required, this will be on site at Stockbridge House (NE1 2HJ)

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.