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

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.