Customer Service Assistant- Southampton
Access2Learn is a specialist organisation committed to removing barriers to education and empowering disabled students to achieve their full potential. We pride ourselves on delivering high-quality, person-centred services through a culture of inclusion, collaboration and service excellence. Our people are passionate about making a difference and providing outstanding support to every customer, every time.
Job Purpose
Responsible for delivering exceptional service to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. This role supports the company’s reputation for quality and reliability.
Key Responsibilities
· Provide primary ‘front-service’ support for all methods of inbound communications and enquiries
· Conduct all Pre-Assessment administration, e.g. sending of booking confirmation emails, chasing student documents, sending appointment reminders, sending relevant pre-assessment information to assessors, and uploading all pre-assessment documents to records and general enquiries
· Book DSA Assessments, in accordance with resource availability and effective deployment
· Respond promptly to customer inquiries via phone, email, and live chat.
· Provide accurate information about products, services, and policies.
· Resolve customer complaints efficiently and professionally.
· Maintain customer records and update CRM systems accurately.
· Collaborate with other departments to ensure customer needs are met.
· Identify opportunities to improve customer satisfaction and escalate issues when necessary.
Additional Responsibilities:
o Champion a culture of continuous improvement, fairness, and inclusion across the team.
o Promote collaborative working and support engagement across all parts of the organisation.
o Uphold professional standards, acting as a role model for integrity, resilience, and student-centred practice.
o Carry out any other duties within the scope of the role as directed by senior management.
Person Specification
Essential Criteria
· Previous experience in a customer service or administrative role
· Excellent communication and interpersonal skills.
· Strong problem-solving abilities and attention to detail.
· Ability to work under pressure and manage multiple tasks.
· Proficiency in Microsoft Office and digital systems.
· Positive attitude and a commitment to delivering outstanding service.
Desirable Criteria
· Knowledge of the Disabled Students' Allowance (DSA) process or higher education support services
· Awareness of disability, equality, diversity, and inclusion principles.
· Experience using CRM, customer record management, or case management systems.
· Relevant customer service or administration qualification (e.g. NVQ, Business Administration, Customer Service Practitioner, or equivalent).
· Understanding of data protection and confidentiality requirements.
· Experience handling sensitive, confidential, or complex customer enquiries.
Additional Information
Full-time is preferred but part-time hours will be considered
Flexible Working Arrangements Available on Request (pending approval)
A basic DBS check is required. The cost of this will be covered by the organisation.
All employees will be enrolled on the People’s Pension Scheme and SimplyHealth plan.
Company Values and Behaviours
· Embrace and drive continuous improvement.
· Promote a customer and learner-centred culture and approach.
· Strive to be the best – expertise, quality, and capability.
· Implement a proactive, transparent, and integrated end-to-end service.
· Deliver service excellence, with a continued desire to go above and beyond.
· Be encouraging and invest in continuous learning and development.
· To value, respect and understand an individual’s contributions, specialisms, and needs.
· To inspire confidence and empowerment through encouragement, engagement and providing opportunities for individuals to demonstrate their potential
· To conduct ourselves and treat others with integrity, dignity, and sincerity.
· Be positive.
Disability Confident Employer
As part of our commitment to being a Disability Confident Employer, we welcome and encourage applications from disabled candidates and are committed to ensuring an inclusive recruitment process. If you require adjustments at any stage, please let us know – we’re happy to support you.
Under the Disability Confident scheme, we aim to offer an interview to candidates who meet all of the essential criteria for the role and apply under this scheme. To signal this in your application, you’re welcome to use the following statement in your message:
“I would like to apply for this position under the Disability Confident scheme.”
If you would like to speak to someone about the role, reasonable adjustments, the application process, or interview before applying, please contact the Head of HR at [email protected].
Job Type: Full-time
Pay: From £24,800.00 per year
Benefits:
- Free parking
- Health & wellbeing programme
- On-site parking
Experience:
- customer service: 2 years (preferred)
Location:
- Southampton SO14 5FE (required)
Work Location: In person
