Training Qualifications UK - Customer Service Specialist

• posted on
• Posted Yesterday

• job requisition id
• R7802

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

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Location: Hybrid

Reports to: Customer Service Manager

Salary: From £25,000

Line management responsibilities: No

Closing Date: 03/04/2026

**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

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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.

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What’s the secret to our success? Simply put, we do things differently here!

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In a non-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 Department is trained and audited to a high standard and have a passion and knack for delivering excellence.  
As a Customer Service Specialist, you will act as front-line support across multiple communication channels. Delivering world-class customer service isn’t just a goal, it’s what we do every day, and you will play a pivotal role in delivering on all front-line interactions ranging from phone calls, emails, live chat, and MS Teams meetings.  Using our innovative technology, you will be focused on delivering outstanding customer service during every interaction.  ​​

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Key Responsibilities​​

• Answer inbound calls, engaging in a friendly and professional manner, actively listening to all queries, and providing knowledgeable guidance and support.

• Make callbacks to customers in line with set SLAs.

• Swiftly respond to new inquiries through our live chat platform in a 90-second SLA.

• Respond to all customer emails within a 3-hour SLA, striving to deliver a tailored and personalised experience.

• Effectively troubleshoot and answer technical support calls, seeking appropriate solutions, ensuring learners who are accessing their exams get the best possible support.

• Take an active approach to understanding our SLAs and call data to ensure customers are given timely resolutions, the TQUK way.

• Join customer MS Teams meetings as required.

• Complete ad-hoc data tasks as required.

• Complete dial-out campaigns, ensuring customers receive important updates.

• Attend regular training sessions. ​​

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Key Requirements​​

• 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.

• Have strong written and verbal communication skills.

• Have an excellent telephone manner.

• Have a genuine interest and passion for delivering outstanding customer service.

• Be proficient in Microsoft Office programs (Word, Excel, PowerPoint).

• Be organised and able to prioritise your workload.

• Be prepared to work in a regulated environment.

• Be comfortable working to set standard operating procedures. ​​

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Key Characteristics​​

• Be ambitious.

• Be willing to learn and develop.

• Be positive, with a can-do attitude.

• Be reliable, putting the team first.

• Have excellent verbal and written communication skills.

• Be prepared to work in a regulated environment.

• Work well with others.

• Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.

• Have excellent time management. ​​

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Key Benefits​​

• ​Training, Qualifications & Apprenticeships. It’s what we do!

• Company sick pay upon completion of probation.

• 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.

• Bupa healthcare benefits.

• Employee Assistance Programme (EAP)

• NEST pension.

• Cycle-to-work scheme.

• A positive and supportive working environment.

• Comprehensive onboarding.

• A workplace that supports a healthy work/life balance.​

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*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

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opportunities@aqa.org.uk

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