Customer Service (Learner Support)

Customer Service | Learner Support Specialist (Remote)

Remote | Full-Time Contractor | UK Working Hours (8:30am–4:30pm UK Time)

About the Role

We're looking for a Learner Support Specialist to support learners after they have enrolled onto one of our funded courses.

You'll be the main point of contact throughout the learner journey, helping learners get started, answering questions, resolving issues, encouraging course completion, and supporting progression onto future learning opportunities.

This role is ideal for someone who enjoys speaking with people, providing excellent customer service, and making a positive impact through education.

What You'll Be Doing

As a Learner Support Specialist, you will:

1. Support learners throughout their learning journey from onboarding to course completion.
2. Build strong relationships through phone calls, emails, SMS, and other communication channels.
3. Guide learners through onboarding, course access, and college processes.
4. Respond to learner enquiries and resolve issues quickly and professionally.
5. Encourage learner engagement and reduce withdrawals through proactive communication.
6. Re-engage inactive learners and help them overcome barriers to learning.
7. Recommend suitable future courses and progression opportunities where appropriate.
8. Maintain accurate learner records within our CRM and internal systems.
9. Work closely with Course Advisors and other departments to ensure a seamless learner experience.
10. Ensure all work complies with UK GDPR, safeguarding, and company procedures.

We're Looking For Someone Who

1. Has excellent spoken and written English.
2. Enjoys speaking with people and building rapport over the phone.
3. Has previous experience in customer service, learner support, student support, account management, or another customer-facing role.
4. Is organised, proactive, and able to manage multiple priorities.
5. Can communicate with empathy whilst remaining professional.
6. Is comfortable using CRM systems and learning new software.
7. Works well independently in a fully remote environment.
8. Takes ownership of their work and consistently delivers a high standard of service.

Experience within education, training providers, colleges, apprenticeships, or funded learning is advantageous but not essential.

Performance Measures

1. Average outbound calls per hour
2. Learner satisfaction
3. Trustpilot review conversion
4. Learner progression onto additional funded courses
5. Enrolment rate for eligible returning learners
6. Application-to-enrolment rate
7. Quality Assurance score during call evaluations
8. Compliance with GDPR, data accuracy, and internal processes

What We Offer

• Fully remote working
• Full training and ongoing coaching
• Supportive and collaborative team culture
• Opportunities for career progression as the company grows
• The opportunity to make a genuine impact on learners' lives every day

If you're passionate about helping people succeed, and enjoy building meaningful relationships, we'd love to hear from you.

Apply today and become part of a team that's changing lives through education.

Shortlisted candidates may be invited to complete one or more assessments as part of the recruitment process. These may include skills assessments, English proficiency assessments, and/or an audio sample.

Due to the high volume of applications we receive, only shortlisted candidates will be contacted. If you do not hear from us within 15 business days of submitting your application, please assume that your application has not been successful on this occasion.

About My Free Course

My Free Course partners with UK colleges to help adults access funded online learning. Our mission is to connect individuals with government funded learning opportunities by partnering with colleges, providing guidance and support to help every learner succeed. Our team works closely with learners from the moment they apply until they’re fully enrolled. We focus on clarity, accuracy, and a smooth learner experience - and we’re expanding our team.