Contract: Permanent 

Location: Quorum Business Park, Newcastle upon Tyne

Hours per week: 37

Salary: £24,242.40

About the role 

We're excited to be looking for a Customer Success Officer to join our EPA Customer Success team.

The purpose of NCFE EPA is to deliver positive, fair and rigorous End Point Assessments to apprentices across England whilst upholding compliance with regulatory requirements. The NCFE Team is responsible for managing and maintaining the integrity of End Point Assessment and providing positive experiences to the recipients of this service. 

How you'll make an impact: 

• Acting as the first point of contact for customers, handling incoming and outgoing calls, managing correspondence via mailboxes, and addressing general enquiries for the EPA department 
• Carrying out gateway audits and providing feedback to customers
• Allocating and scheduling assessments and maintaining accurate records
• Working with the Relationship Team to highlight and feedback key trends to support customer engagement
• Ensuring all tasks are completed in line with agreed Service Level Agreements (SLAs), Key Performance

We'd love to hear from you if you offer the following:

• Effective communication skills, both verbal and written with the ability to manage queries professionally and effectively.
• Strong organisational skills with attention to detail and accuracy in maintaining records.
• A flexible and adaptable approach and enthusiasm to develop new skills and knowledge
• Strong IT skills

Feeling inspired? Read the full Job Description to find out more.

What will we offer you in return? 

Below are just some of the fantastic benefits we’ll offer you to support you both professionally and personally. You can also visit our Benefits page which covers financial, physical and mental health support, time off and your development.  

• Annual leave starting at 25 days and increasing up to 30 days with length of service 

• 8 bank holidays and an additional 3 days off during the Christmas closure 

• YOU celebration day to celebrate your birthday or another life event  

• YOU hour allowing you one hour per month to spend time on something that promotes your wellbeing 

• Learning and Wellbeing fund of up to £200 per year 

• £400 towards any NCFE accredited qualifications per year  

• Up to 20 Volunteering hours per year 

• Flexible working culture with a hybrid working approach  

• Early finish on a Friday at 4:30pm to start your weekend early  

• Health cash plan through Westfield to claim towards health costs such as dental and optical  

• Tech and Home scheme with savings at Currys and IKEA  

• Employee Assistance Programme with a confidential helpline and access to face to face and telephone counselling  

• Pension of up to 9% employer contribution when you contribute 3%   
• Death in service payment worth 4 x your salary 

In addition to our benefits package, Our Colleague Experience Charter sets out the unique experience you can expect when working at NCFE, to enable a thriving, engaged culture. You can find out more about our Colleague Experience Charter and working life at NCFE. 

Shape real change with an NCFE career 

Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered.

With over 170 years of education experience our core purpose remains at the heart of the organisation – to promote and advance learning to create a fairer, more inclusive society, making sure no learner is left behind.   

Want to know more? Take a look at our website https://www.ncfe.org.uk/  

How to apply  

Before applying, please note that we require all candidates to be able to demonstrate proof of Right to Work in the UK.

Ready to join us and shape real change? Apply with your CV if you have the commitment to excel in this position.

Closing Date: Tuesday 17 June 2025

Interview Date: Tuesday 24 June 2025

Equality, Diversity and Inclusion (EDI) statement  

We're committed to building rich diversity into our workforce at all levels, to ensure that we understand and are representative of the communities and customers we serve.  

We do not discriminate against anyone due to their gender, sexuality, race, age, religion, beliefs, identity, social background, visible or hidden disability, or neurodiversity. Instead, we pride ourselves on our collaborative, vibrant and high-performance culture which embraces everyone, celebrates uniqueness, and enables everyone's voice to be heard.