Customer Service Associate

Job Description

Customer Service Associate, Spanish Language

Salary: Competitive depending on experience

Job Type: Full-Time, Fixed-Term, 37.5 hours per week, Secondment Opportunity (10 Months)

Location: IB (International Baccalaureate®) Global Centre, Cardiff

Hybrid working opportunity, office presence required one day per week

About the IB

The International Baccalaureate provides world-class educational services to over 6,000 schools across more than 160 countries. Additionally, we are increasingly working with Education Systems, supporting them in achieving their education reform goals. A career with the IB is not just a job; it's an opportunity to work with an innovative world leader in education services where we empower our employees to thrive and make a difference.

About the Role

The role of the Customer Service Associate is to provide a professional service to members of the English and Spanish speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.

The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre-empts customer needs by providing accurate, relevant and consistent information in a timely manner.

This is a Hybrid working opportunity with one day required onsite in our Cardiff office. Please note that this team work to the following shift patterns:

• 08:00-16:00 and 10:00-18:00 on a 2 week rotation.
• Some work during public holiday and weekends required.
• Onsite presence required: one day per week.

Responsibilities

Key Responsibilities

• Customer Support:providing an information service on the broad range of the IB's products, services and systems within a clear, timely and accurate manner. Receiving complaints and formal feedback disclosures via telephone and deal with escalations. Communicate the IB's policies and procedures. Deal with critical situations, such examinations emergencies.
• Relationship Management:building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
• Projects:participating in the planning or execution of internal projects.
• Teamwork: Liaise and cooperate with other teams to resolve issues and improve resolution times; Work cross-divisionally to ensure the resolution of customer inquiries.
• Continuous Improvement: Seek opportunities to improve customer experiences through raising insights or trends; Make recommendations for service improvements.

Qualifications

About You

• Fluency in written and spoken Spanish and English is essential.
• Extremely comfortable answering a range of queries via the telephone in both spoken English and Spanish.
• Confidence to quickly acquire knowledge of a broad range of the IB's products, services and systems (please note you will be provided with full Customer Service new hire training).
• Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication.
• Excellent communication skills with the ability to engage customers and colleagues.
• Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support.
• Ability to multi-task, prioritise, and manage time effectively.
• Able to plan and deliver training.
• Familiar with CRM systems and practices.

In addition to your salary, we offer an attractive range of benefits including:

• 10% employer pension contribution from first day of employment (minimum contribution required from yourself is 3%)
• Annual salary review (from July 2027)
• 25 Days annual leave, plus public holidays
• 10 Days work from anywhere leave (per calendar year)
• Enhanced family friendly benefits
• Life assurance 4x annual salary
• Paid volunteering leave (one day per calendar year)
• Flexible benefits allowance at 1.5% of your annual salary
• Excellent continuous professional development
• Health and wellness schemes
• Disability Confident Employer
• Cycle to Work scheme
• Discounts on a range of products, including days out and Gym Memberships
• Cash back opportunities available from a wide range of retailers
• Employee Assistance Programme
• Free onsite parking

Applications will be accepted until 11.55pm BST, 07 August 2026.

Interviews will be held w/c 10 August 2026.

Opportunity & Belonging

We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer, and we welcome applications from all qualified applicants. As a global employer, we adhere to all relevant employment legislation in the countries in which we operate, and we're happy to provide any reasonable support or adjustments as needed to ensure applicants can fully participate in our recruitment process.