Customer Success Associate

ROLE SUMMARY:

Job Title: Customer Success Associate
Company: Academy21 – Part of Inspired Online Schools
Contract: Permanent
Working Hours: Full Time
Salary: £25,000 - £27,000
Location: Remote, UK-Based
Closing Date: 31st January 2026

The Customer Success Associate plays a vital role within Academy21, managing customer accounts and supporting schools, local authorities, and educational partners who enrol students onto the A21 provision. This role focuses on delivering an exceptional customer experience, supporting student enrolment and course setup, and ensuring customers receive maximum value from the service. Working proactively with internal teams, the postholder maintains accurate data, resolves customer issues, conducts account reviews, and supports the operational processes that ensure vulnerable young learners can successfully access their education online.

KEY RESPONSIBILITIES:

• Manage day-to-day customer service for a designated region, responding promptly to telephone and email enquiries.
• Process student enrolments and provide ongoing support throughout their time with A21.
• Offer guidance, troubleshooting and mentoring for customer mentors, signposting additional support where required.
• Maintain accurate and up-to-date records using the company CRM, including status reports for all assigned accounts.
• Collaborate with the Business Development team on inbound sales activity and manage designated customer accounts.
• Work closely with Operations and Teaching teams to ensure effective processes and student access to provision.
• Contribute to the development and refinement of systems to improve departmental efficiency.
• Advise on student placement, educational pathways, timetabling and associated costs.
• Manage complaints in line with procedures and ensure appropriate follow-up.
• Participate in customer review meetings and provide CRM updates to support reporting and forecasting.

THE IDEAL CANDIDATE WILL HAVE:

• Qualifications up to A Level, BTEC or NVQ Level 3/4 (administration qualifications advantageous).
• Enhanced DBS clearance.
• Strong critical-thinking and problem-solving abilities.
• Excellent interpersonal and communication skills.
• Strong time-management and organisational skills.
• High level of computer literacy, including experience with CRMs and relational databases.
• Attention to detail and accuracy in data handling.
• Ability to work both independently and collaboratively in a remote environment.
• Awareness of the education landscape and experience supporting schools or students.
• A positive attitude, flexibility and the ability to adapt within a fast-changing, delivery-focused environment.
• Commitment to placing Academy21’s provision at the forefront of its sector.

SAFEGUARDING STATEMENT

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.

SCHOOL APPLICATION FORM

Please download and complete our Inspired Application Form and submit alongside your CV.

Inspired Non-Teaching Application Form