Department: Operations
Location: Home based, UK (with occasional travel to our London office)
Reports to: Customer Solutions Team Lead
Hours: 37.5 per week
Salary: (Depending on experience)
Role Overview
Customer Solutions Advisors are the frontline of the Cambridge Spark learner experience. This is a high-contact, call-led role focused on guiding learners from initial enquiry through programme selection, eligibility checks, employer approval and onboarding all within fixed cohort deadlines.
You'll spend most of your day on calls, emails and CRM activity, managing multiple learner journeys at once. You'll work closely with Sales, Admissions, Operations and Delivery to ensure learners are enrolled on the right programme, at the right time and in line with funding and compliance requirements.
This role suits someone who is organised, adaptable and motivated by delivering an excellent customer experience while solving complex, time-sensitive queries.
Key Responsibilities:
Learner Engagement & Enrolment
1. Handle a high volume of inbound and booked calls, supported by timely email follow-up
2. Guide learners through programme discovery, suitability discussions, and next steps
3. Progress learners efficiently through the pipeline to meet application and start-date deadlines
4. Support employer-sponsored learners with business case preparation and approvals
Customer Experience
5. Deliver a clear, supportive onboarding experience that sets learners up for success
6. Ensure learners fully understand programme commitments, timelines and expectations
7. Act as a trusted point of contact for learners and, where needed, their managers
Operations & Compliance
8. Manage learner pipelines accurately in HubSpot CRM, logging all activity and outcomes
9. Work within structured processes and apprenticeship funding requirements
10. Balance quality, speed, and accuracy during peak recruitment periods
11. Escalate risks or complex cases appropriately and proactively
Collaboration & Improvement
12. Work cross-functionally with Account Managers, Admissions, Operations and Customer Success
13. Share insights from learner conversations to improve processes and learner experience
14. Adapt quickly to shifting priorities across open and closed cohorts
Candidate Specification:
Essential
15. Experience in a call-based, customer-facing role
16. Confidence managing high volumes of conversations alongside email and CRM work
17. Strong communication, organisation, and follow-through
18. Comfortable working to tight, non-negotiable deadlines
19. Experience using a CRM (HubSpot desirable)
Desirable
20. Education, training, or apprenticeship experience
21. Exposure to compliance-led or eligibility-based processes
22. B2B or employer-led customer journeys
You'll Thrive If You Are:
23. Flexible, proactive and comfortable with change
24. Highly customer-focused and outcome-driven
25. Calm under pressure and solutions-oriented
26. Curious, accountable and willing to go beyond the basic
Company Benefits:
27. Remote first company providing flexibility to work from home
28. Pension with up to 4% matched contributions
29. Opportunity to opt into our salary sacrifice scheme
30. 25 days holiday + Flexi bank holidays + 1 day off on your birthday
31. A day for volunteering
32. Enhanced Maternity and Paternity Leave
33. Health & Wellbeing allowance of up to £30 per month
34. Annual Summer and Xmas events
35. Company socials including everything from Cambridge College formals, pub nights to team building events
36. CPD Allowance
37. Private medical insurance and cash plan
38. Holiday buy back scheme (up to 10 days p/a)
39. EAP with 24 hour confidential support line
Background to our Organisation
We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era.
We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap. We are in a sector that is crucial to the economy and workforce, with a lot of opportunity for change and innovation. We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience. EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets.
Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI. We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis. Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m.
Our Values
At the centre of the way we work together and inspire each other to achieve success are these core values:
Entrepreneurial
We take initiative and show entrepreneurial spirit which fuels innovation at Cambridge Spark. This includes identifying opportunities for improvement, taking ownership for implementing solutions effectively and driving improvement by using proof of concepts to demonstrate the feasibility and value of their work.
Team Spirit
Everyone is part of building an open and transparent culture, communicating effectively to raise issues, discuss improvements and share the evidence used to make decisions.
Customer-focused
Our customers are at the centre of everything we do, inspiring us to create great work. We strive to build friendly, professional and lasting relationships with them to better understand and anticipate their needs.
Gold Standard
We are experts in our field and are constantly developing our technology and offering. We set the benchmark in our industry: both in what we offer customers and in how we deliver it.
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Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind. Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate. Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics. Cambridge Spark encourages applicants of all ages.