Customer Solutions Advisor (12 Month FTC)

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 play a critical role in shaping the learner experience at Cambridge Spark. Acting as the bridge between Sales, Admissions, Operations and Delivery, you guide professionals from their first enquiry through programme selection, eligibility checks, employer approval and onboarding. This is a fast-paced, consultative role where you will manage multiple learner journeys at once while working to fixed cohort deadlines. Through calls, video meetings, email and CRM management, you’ll help learners navigate programme options, confirm suitability and progress efficiently toward enrolment. Success in this role requires someone who is highly organised, customer-focused and comfortable balancing quality conversations with operational precision. You’ll be responsible for ensuring learners are enrolled on the right programme, at the right time, while meeting apprenticeship funding and compliance requirements. Key Responsibilities: Learner Engagement & Enrolment Lead consultative conversations with learners to understand their role, goals and programme suitability Support learners through programme selection, application completion and onboarding Manage a high volume of learner interactions via calls, video meetings and email Help employer-sponsored learners build internal approval and business cases for training Ensure learners progress through the pipeline in line with programme start dates and deadlines Customer Experience Deliver a supportive and structured onboarding experience that prepares learners for programme success Clearly communicate programme expectations, time commitments and learning outcomes Act as a trusted point of contact for learners and, where appropriate, their managers or sponsors Resolve complex queries quickly and empathetically while maintaining a learner-first approach Operations & CRM Management Manage learner pipelines accurately within HubSpot CRM, ensuring all activity and outcomes are logged Work within structured processes aligned to apprenticeship funding and eligibility requirements Maintain high levels of organisation and accuracy during peak application periods Identify risks or blockers in learner journeys and escalate proactively where needed Cross-Team Collaboration Work closely with Sales, Admissions, Operations and Delivery teams to coordinate learner onboarding Support a smooth handover of learners into programme delivery Share insights from learner conversations to improve processes and learner experience Contribute to continuous improvements across onboarding, systems and operational workflow To support with any ad-hoc duties or requests that may be reasonably required to successfully carry out the role or to support the business Candidate Specification: Essential Experience in a customer-facing, consultative role involving calls and account management Strong ability to manage multiple conversations, follow-ups and deadlines simultaneously Excellent communication and relationship-building skills Highly organised with strong attention to detail Experience working with CRM systems (HubSpot or similar) Comfortable working in a fast-paced, deadline-driven environment Desirable Experience in education, training, apprenticeships or professional development programmes Exposure to compliance-led processes or eligibility-based decision making Experience supporting B2B or employer-sponsored customers Familiarity with apprenticeship funding or regulated programmes You’ll thrive in this role if you can: Put people first and care deeply about delivering an excellent customer experience Remain calm and solutions-oriented when managing complex or time-sensitive situations Balance customer conversations with operational ownership and process management Be curious, proactive and willing to go beyond the basics to help learners succeed Adapt quickly in an environment where priorities shift across programmes and cohorts Company Benefits : Pension with 4% matched contributions, opportunity to opt into salary sacrifice scheme 25 days holiday + Flexi bank holidays + 1 day off on your birthday A day for volunteering Enhanced Maternity and Paternity Leave Health & Wellbeing allowance of up to £30 per month Annual Summer and Xmas events Company socials including everything from Cambridge College formals, pub nights to team building events CPD Allowance alongside quarterly reflections to ring fence time for development and growth Private medical insurance and cash plan Holiday buy back scheme (up to 10 days p/a) Employee Assistance Programme with a dedicated company counsellor 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. ____________________________________________________________________________ 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.