Training Qualifications UK - Customer Service Specialist
- posted on
- Posted Yesterday
- time left to apply
- End Date: November 11, 2025 (4 days left to apply)
- job requisition id
- R7163
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Permanent Full-time
Location: Hybrid
Reports to: Customer Service Manager
Salary: £25,000
Line manageme nt responsibilities: No
Closing date: 11/11/2025
**Application Instructions:
Please apply directly to Training Qualifications UK – Customer Service Specialist
Applications submitted to AQA will be referred back to the sender**
For any queries relating to this role, please contact the Training Qualifications UK directly on the following email address: recruitment@tquk.org
Overview
Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.
What’s the secret to our success? Simply put, we do things differently here!
In a none call centre environment, at TQUK we pride ourselves on our customer service, bespoke relationships, detail, and forward-thinking. We put quality at the forefront of each email, phone call and interaction we receive. Our Customer Service Specialists are trained and audited to a high standard and have a passion and knack for delivering excellence.
As a vital member of our team as a Customer Service Specialist, you will play a pivotal role in delivering an outstanding customer journey. Your primary responsibility will be to assist customers and address their inquiries promptly, efficiently, and professionally. By providing personalised and attentive service, you will contribute to building strong relationships with our valued customers. You will do this by utilising our cutting-edge technology and products and through the use of your previous experience, you will be instrumental in guaranteeing that our customers consistently receive exceptional service.
Key Responsibilities
- Engage with customers in a friendly and professional manner, actively listening to all queries, providing knowledgeable guidance and support.
- Create effective interactions with customers across various platforms, including email, online chat, social media, and telephone.
- Effectively troubleshoot and answer customer queries, seeking appropriate solutions and liaising with other departments to ensure customer support is delivered to the highest standard.
- Maintain a comprehensive working knowledge of TQUK products, internal and external processes and regulatory requirements and be able to detail these appropriately to our customers.
- Striving to deliver a tailored and personalised experience, focusing on building strong personal relationships with our customers.
- Handling and escalating customer complaints and expressions of dissatisfaction, ensuring prompt resolution and customer satisfaction.
- Utialise data to inform campaign calling and effective customer support.
- Collaborate with cross-functional teams to escalate and resolve complex customer queries, fostering a seamless customer journey.
- Contribute to the development and improvement of the customer service knowledge base, ensuring relevant and up-to-date information is available.
- Deliver live webinars and training sessions to customers.
Key Requirements
- Have excellent verbal and written communication skills.
- Have a knack for customer service and enjoy speaking to customers via telephone, email, and live chat.
- Be organised and able to prioritise your workload.
- Be dedicated to providing world-class customer service.
- Be able to think on your feet and respond to customer demands.
- Be prepared to work in a regulated environment with a constant eye to maintaining and improving regulatory compliance.
Key Characteristics
- Have excellent verbal and written communication skills.
- Accuracy and great attention to detail.
- Have outstanding organisation and time management skills.
- Be prepared to work in a regulated environment.
- Work well with others
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Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.
Key Benefits
- Training, Qualifications & Apprenticeships. It’s what we do!
- 25 days annual leave plus 8 days Bank Holiday (33 in total).
- Additional annual leave day each year, after 2 years of continuous service (up to 28 days)
- An extra day off to celebrate your birthday
- Annual Loyalty Bonus.
- Annual salary review.
- NEST pension.
- Cycle-to-work scheme.
- A positive and supportive working environment.
- Christmas period closure.
- Comprehensive onboarding
- A workplace that supports a healthy work/life balance.
Please see the Person Specification for this role here
*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*
Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
opportunities@aqa.org.uk
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About Us
AQA is an independent charity that sets and marks over half of all GCSEs and A-levels in the UK every year. Our purpose is to advance education by helping students and teachers to realise their potential. As part of AQA, you’ll very quickly appreciate the determination and unwavering passion to deliver this goal in everything we do. To help drive these ambitions, AQA invests in the development of its people by offering a range of professional development and learning opportunities leading to over 50% of our permanent roles being filled internally.
Reasonable Adjustments
If you have any requirements for reasonable adjustments in relation to the application, interview or the prospective job, please contact Faye Harrison (she/her) at fharrison@aqa.org.uk or on
07813 724161. We are asking for this information to make the process as equitable as possible for each candidate. Please note that Faye will not be able to assist you with enquiries regarding Temporary vacancies or non-recruitment enquiries. If you have query regarding Temporary vacancies, please contact:
Smart Working
We’re operating a smart working model. This allows for our colleagues to work from two days a week in one of our offices across England.
Equality, diversity and inclusion
AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone - regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background - is valued, respected, and supported to thrive.
Conflict of Interest
Please note that due to the confidential nature of our work, we are unable to employ people for our temporary roles who are currently a candidate for Key Stage 4 and 5 public examinations.
Safeguarding
AQA is committed to the safeguarding of children and adults at risk. We’re dedicated to reducing the risk of employing or contracting any person intent on abusing their position of trust, along with identifying and responding to any incident of alleged abuse from its employees or associates fairly and swiftly.
For more information on safeguarding at AQA please visit the AQA website here.
Contact
Temporary roles: temprecruit@aqa.org.uk
Permanent and Fixed Term roles: opportunities@aqa.org.uk