When you join Ascensos as a Customer Service Advisor, your journey might begin on the frontline, but the opportunities don’t end there.
Many of our colleagues have transitioned from frontline customer service roles to crucial behind-the-scenes positions that keep our operations running smoothly. These roles, often unseen by the public, are vital to ensuring an excellent customer experience and supporting the wider Ascensos team.
In this blog series, Beyond the Calls: Behind the Service, we’ll shine a light on four inspiring stories from colleagues who began their Ascensos journey in customer service and have since advanced to behind-the-scenes roles in Resource Planning, Quality Assurance, and IT.
These colleagues, based across our global sites in Motherwell, Cape Town, Bucharest, and Port of Spain, Trinidad & Tobago, prove that with hard work, dedication, and support, you can progress in any direction within Ascensos.
Niamh’s Journey – From Work Experience to Resource Planner
Niamh’s Ascensos journey began with us in Motherwell when she was just 15, during a week-long work experience placement. The vibrant atmosphere and supportive people she encountered left a lasting impression, and the minute she turned 16, she applied for a summer job on a campaign for a premium fashion retailer.
What started as a temporary role soon blossomed into a full-time career as Niamh decided to stay with Ascensos instead of returning to school.
She then thrived working on behalf of another luxury fashion brand, where she quickly excelled and was the fastest to complete tasks, all while maintaining perfect quality scores. Her drive to grow didn’t go unnoticed, and Niamh soon took on more responsibility, managing VIP customers. After shadowing the Real-Time team, she applied for a position and, despite not getting it the first time, she persisted and secured the role a year into her Ascensos journey at just 17.
Niamh’s hunger for progression saw her move into Resource Planning in 2023, a role she had always aspired to. Today, she’s thriving in the team, learning every day and contributing to the overall success of the business. “I love the vibe, the culture, and the opportunity to progress at Ascensos. Hard work never goes unnoticed here; it’s always rewarded.” Says Niamh.
Niamh’s journey showcases how hard work and perseverance at Ascensos can lead from frontline customer service to a pivotal role in Resource Planning. Ready for a new challenge? Explore careers with #theAteam.
Jihaan’s Path – From Frontline to Resource Planning Success
Jihaan’s path from customer service advisor to Resource Planner in just seven months is a testament to Ascensos' commitment to self-development. Starting as an advisor at our Cape Town site, Jihaan quickly embraced the development opportunities offered, participating in programs like our Colleague Relations Forum and Train the Trainer initiatives.
These experiences allowed her to build her brand within the business and catapulted her into her current role in Resource Planning.
Today, Jihaan is an integral part of the team, supporting multiple campaigns and strategically creating efficient workflows that empower advisors. Her dedication to continuous improvement was recently recognised when she won the 'Calabrio Contact Centre Spotlight: Unsung Hero Award'. "This was my way of saying ‘Thank You’ to Ascensos for being the best place to start my career," she reflects, proud of how far she’s come and excited for the future.
Jihaan’s growth story highlights how a passion for self-development can propel you from Customer Service Advisor to a key role as a Resource Planner. Find your next role at Ascensos - discover current opportunities to join our team.
Ioana’s Path – Leading the Way in Global Quality Excellence
Ioana joined Ascensos in 2019 as a Brand Ambassador at our Bucharest site. Her exceptional communication skills and attention to detail quickly stood out, and within just 1.5 years, she transitioned into Quality Assurance – a field that allowed her to harness her passion for accuracy.
By 2022, Ioana had risen to the role of Head of Quality Assurance, leading a global team responsible for setting industry-leading standards.
Under her leadership, her team won ‘Best Partnership’ at the European Customer Service Awards in 2022, thanks to the bespoke Quality Framework she helped implement in partnership with our client, Wickes.
Progressing from the frontline to a leadership position is a testament to how Ascensos recognises talent and provides the tools and support to help colleagues grow into experts in their field. “Excellence should be the benchmark,” she says, encouraging others to pursue a career in Quality.
Ioana’s journey illustrates how a focus on excellence and precision can take you from Brand Ambassador to leading a global team in Quality Assurance. Join our dynamic team, where our clients' customers are at the heart of everything we do - view available positions now.
Micah’s Journey – Turning Passion for IT into Reality
Micah’s journey at Ascensos began in December 2023 as a Customer Service Advisor at our Trinidad & Tobago site. With no prior customer service experience, he quickly adapted and excelled, unaware that his dream role in IT was just around the corner.
When an IT Support Analyst position opened, Micah’s determination kicked in. He persistently followed up on the opportunity and, after an interview with our CTO David Gilfillan, secured the role.
“It was surreal to achieve this position here, especially after enjoying my time as an advisor,” Micah shares. Now thriving in the IT department, Micah credits the supportive team for helping him grow in this exciting new chapter.
Just six months into his new role, Micah is passionate about his work and grateful for the opportunities Ascensos has given him to pursue his dream career.
Micah’s experience shows that embracing opportunities at Ascensos can turn a Customer Service role into a dream career in IT support. Kickstart your career with Ascensos - browse current jobs to become our next A-Player.
Your Path Behind the Service
The stories shared in this blog are just a few examples of how Ascensos nurtures talent and offers endless progression opportunities. Whether you’re passionate about Resource Planning, Quality Assurance, or IT, Ascensos is a place where your skills can shine behind the scenes.
From Scotland to South Africa, Romania and Trinidad & Tobago, the possibilities are endless. At Ascensos, we’re committed to supporting your growth, no matter where your journey begins.
Read more inspiring progression stories in our Beyond the Calls series:
- Explore success stories featuring colleagues leading the way in Motherwell.
- Learn about the progression journeys of our inspiring Cape Town Managers.
- Discover more journeys in 'Behind the Service' Part 2, where the spotlight is focused on frontline colleagues who have progressed to become key A-players in our support teams.
- Interested in growing your career? Explore your path to success as a Retail Customer Service Advisor.
If you’re looking for a rewarding, dynamic role where you can grow and make a real impact, join us to begin your journey 'Beyond the Calls'.
