Customer Service Assistant

Location: On-site, Reading (with occasional travel to Southampton when required)

Role Type: Fixed Term Contract (4-6 months)

Reporting to: Customer Service Manager/Head of Operations

First Intuition (FI) is a fast-growing, innovative education provider committed to delivering outstanding learning experiences.  At FI, our commitment to excellence is driven by our core driving principle of putting people first.  We take pride in nurturing talent, fostering growth, and providing unparalleled support to our students, clients, and team members, ensuring they can thrive personally and professionally.

Our success is due to our approach to training and our links with businesses. We work closely with organisations to precisely understand their needs and incorporate these into innovative course designs, where the interaction with students is tailored, personal and reflects their specific circumstances.

Job summary:

This fixed-term role will be focused on providing high-quality service to our clients and students in our South-Central region. This is a busy role and will involve flexibility and the ability to prioritise tasks to deliver operational support for staff within the region centres and wider community.

The Role:

The Customer Service Assistant will play a key role in delivering high-quality support to students and clients across the South-Central region. This is a fast-paced, varied role requiring strong organisational skills, attention to detail, and the ability to prioritise effectively.

You will work closely with colleagues across centres to ensure the smooth delivery of day-to-day operations and an excellent customer experience.

Duties and responsibilities to include:

Student Services

• Act as a first point of contact for student enquiries, providing accurate advice and guidance on course administration
• Maintain student records, including course bookings, exam results, and payments
• Coordinate course materials and ensure timely distribution
• Provide proactive support, such as exam reminders and arranging additional tutor support where needed

Client Services

• Act as a key contact for employer enquiries regarding training and course administration
• Liaise with other FI centres to support national clients
• Maintain accurate student and client records, including progress tracking and study pathway updates
• Support Account Managers and Client Relationship teams with reporting, invoicing, and programme changes
• Identify and escalate client feedback or service issues as appropriate

Business Planning & Growth Support

• Assist in producing reports on student and client data
• Gather and collate feedback to inform continuous improvement
• Support the creation and maintenance of marketing materials such as course brochures, website content, and email communications

Centre & Course Operations

• Set up and manage courses within the TMS system
• Coordinate room bookings and training facilities
• Arrange course materials and resources
• Support enrolment processes and resolve student access issues
• Maintain a welcoming and well-organised centre environment

Administrative Duties

• Manage shared inboxes, handle incoming calls, and schedule appointments
• Follow up on enquiries and maintain effective communication
• Maintain and improve administrative systems and processes
• Order course materials and supplies
• Support the administration and invigilation of computer-based exams
• Undertake additional duties as reasonably required

Qualifications and skills:

Essential

• Experience in a customer service or administrative role within an office environment
• IT literacy
• Excellent communication skills (written, verbal, and telephone)
• Professional, confident, and customer-focused
• Strong organisational, problem-solving, and time management skills

Desirable

• Experience within a training provider or educational setting
• Understanding of apprenticeship programmes
• Experience in the accountancy or finance sector
• Experience of invigilating computer-based exams
• Current Enhanced DBS check

Benefits:

• 25 days annual leave (based on fulltime hours) PLUS bank holidays
• 3 FI Days per year
• Flexible-working positive employer with a range of family-friendly policies
• Employee Assistance Programme: 24-hour confidential access to counselling and support services
• Competitive Pension
• Training and development opportunities
• Long-term career prospects in a growing company

First Intuition are dedicated to safeguarding children, young people, and vulnerable adults. All roles require reference checks, an enhanced DBS, and online searches in line with KCSIE guidelines. This post is exempt from the rehabilitation of Offenders Act 1974. First Intuition is committed to safeguarding and promoting the welfare of children and vulnerable adults. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.

We are a disability confident employer, committed to equal opportunities for all applicants. If you need reasonable adjustments during the recruitment process, please let us know.