Advanced Associate - Customer Service
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Key details
- Location
- Manchester, United Kingdom
- Work style
- Hybrid
- Level
- Entry level
- Job type
- Full-time
- Function
- Customer success & Support
- Focus area
- other
- Posted
- Yesterday
Skills
About the role
Job Title – Advanced Associate, Customer Support
Description - Be the second-line expert behind a high-profile UK assessment programme, resolving the customer issues that need deeper investigation while helping frontline advisors deliver a consistently strong service. Also known in the market as: Customer Support Specialist; Customer Service Escalations Specialist; Tier 2 Support Specialist; Customer Experience Specialist.
About the Role
You will act as a subject matter expert and escalation point for complex customer enquiries and operational issues, supporting the delivery of the National Curriculum Assessment SATs programme. You will take ownership of difficult cases, investigate what has happened and coordinate the right internal or external support to reach resolution.
You will also help Tier 1 advisors succeed by answering complex queries, reviewing quality, identifying knowledge gaps and contributing to training and process improvements. Customer insight, case data and service feedback will help you spot recurring issues and improve how the service operates.
This is a permanent, full-time role based in Manchester on a hybrid basis. The role requires flexibility during the peak assessment period, when the service operates extended hours across seven days.
What You’ll Do
Own and resolve complex customer queries and escalations from schools, local authorities, markers, test administrators and other stakeholders.
Support Tier 1 advisors with difficult queries and help improve first-contact resolution.
Investigate service-recovery cases following poor customer feedback and ensure the underlying query is resolved.
Monitor assigned workloads, prioritise cases and keep activity moving within service levels and performance targets.
Review Tier 1 interactions through quality calibration and audits, including two Tier 1 audits a week.
Identify recurring contact drivers, process gaps and knowledge issues, then work with relevant teams to improve service.
Build detailed knowledge of assessment processes, policies, systems and operational procedures.
Contribute to operational readiness, testing, training, lessons learned and continuous improvement.
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