Customer Support Associate – Maternity Cover, 9 months fixed term
Vocational Training Charitable Trust (VTCT) is the UK’s market-leading specialist vocational and technical Awarding Organisation (AO) and End-Point Assessment Organisation (EPAO). Please go to our website www.vtctskills.org.uk for more information.
As a diversity-sensitive employer, we are always looking out for exceptional talent to join us from a wide range of backgrounds; so, if you are passionate about education and want to work in a vibrant environment with people who believe in our mission to advance education for the public benefit, please apply and support our charitable objectives.
The Customer Support Associate is a vital member of the VTCT Skills team, handling all external customer queries. This position requires a skilled mind to support the ongoing relationships we have with customers and stakeholders. The right candidate will need someone with keen skills who can deliver complex and specialist information that is learnt through on-the-job training.
This is a Maternity Cover role, with a fixed term contract of 9 months.
- Act as first point of contact for all inbound VTCT Skills centre and learner enquiries
- Where appropriate, resolve enquiries at first point of contact and within SLA
- Where appropriate, escalate enquiries to the relevant department
- Maintain a specialist knowledge base of VTCT Skills qualifications and processes
- Maintain a specialist knowledge base of learner systems and processes
- Track enquiries to spot areas for improvement
- Process payments
- Where appropriate, inform customers of products available to them
- Educated to Level 3 standard (A Level/NVQ3 or equivalent
- 3 years’ experience working in a range of different customer support environments, ideally with some experience within a contact centre
- Excellent attention to detail to ensure the collection and delivery of accurate information
- Excellent communication skills to handle challenging conversations, and give stakeholders the best customer experience
- Ability to work on own initiative, with minimal supervision when required
- Flexibility in approach to work towards deadlines and handle multiple changing priorities
- Good understanding of Microsoft Office 365 products and CRM platforms
- 26 days annual leave, rising to 27 after 2 years. With an extra day for your birthday
- Life assurance 4* salary
- Flexible working arrangements
- Enhanced sick pay benefits and pension contributions
- Retail discount offers
- Cycle to work scheme
- Employee assistance programme
- Wellbeing initiatives and support
- A vibrant array of social opportunities
- Free parking, free tea and coffee and free fruit!
- Healthcare services worth up to £1,400 and access to 24/7 GP services
- Regular massages for office staff
Please submit your CV and a covering letter (optional) to recruitment@vtctskills.org.uk to start the application process.
Once you have applied will we get in touch after the advertising has closed let you know if you have been shortlisted for interview. If you are not contacted after this time, you should assume you were not successful this time; we cannot give feedback due to the volume of applications.
Application closing date: 24th March 2026
Interviews for this role will be conducted week commencing the 23rd March 2026 and beyond
Start dates: April and June 2026
Hiring for two positions
We reserve the right to close this advertisement early if we receive a high volume of suitable applications.