Salary: £24,900 - £28,650
Location: Cambridge – Hybrid
Contract: Permanent
Hours: Full time - 35 hours per week
Join Cambridge University Press & Assessment as a Customer Support Advisor and play a key role in supporting our global customers, including schools, teachers, candidates, parents and education professionals. As part of our Customer Support team, you'll be the friendly and knowledgeable first point of contact, helping customers navigate our products, services and assessment processes while delivering an outstanding customer experience.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
This is an exciting opportunity to join a collaborative and supportive team where your work directly contributes to helping learners and educators around the world. If you enjoy solving problems, communicating with customers and working in a fast-paced environment, we'd love to hear from you.
About the role
As a Customer Support Advisor, you will identify, investigate and resolve a high volume of customer enquiries at the first point of contact wherever possible. Working across multiple channels including email, telephone, webchat and social media, you will provide accurate information, resolve issues efficiently and ensure customers receive a high standard of service throughout their journey.
You will be accountable for meeting service level agreements, maintaining customer satisfaction and ensuring enquiries are resolved within agreed timescales. The role also involves collaborating with colleagues across the business to obtain information, share knowledge and deliver the best possible customer outcomes.
Additional responsibilities and accountabilities include:
- Responding to customer enquiries via email, telephone, webchat and social media channels.
- Resolving customer queries accurately and efficiently while maintaining excellent service standards.
- Keeping customers informed of progress and ensuring issues are resolved within agreed service targets.
- Identifying complaints, expressions of dissatisfaction and compliments, ensuring they are handled appropriately.
- Escalating complex or sensitive issues to the Customer Support Assistant Manager when required.
- Working collaboratively with colleagues and stakeholders across the business to achieve positive customer outcomes.
- Sharing updated information on processes, procedures and customer feedback with relevant teams.
- Contributing to departmental customer satisfaction targets and service performance measures.
This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.
About You
You will have substantial customer service experience and a proven track record of delivering high-quality support in a fast-paced environment. You will be an excellent communicator, able to build positive relationships with customers through clear and professional written and verbal communication. You will have strong attention to detail and accuracy when handling customer enquiries and information, alongside the ability to effectively manage competing priorities and workloads to meet service standards and deadlines. You will also be confident using Microsoft Office applications, particularly Word, Outlook and Excel, as well as customer service systems and databases to deliver efficient, customer-focused solutions.
If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:
- Experience working within an education, assessment or examinations environment.
- Knowledge of CRM systems and customer management platforms.
- Experience supporting international customers
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.
Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements.
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- 28 days annual leave plus bank holidays
- Private medical and Permanent Health Insurance
- Discretionary annual bonus
- Group personal pension scheme
- Life assurance up to 4 x annual salary
Ready to pursue your potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 26th July. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from week commencing 3rd August.
If you are shortlisted and progressed through the stages, you can expect:
- One stage interview: in-person at our offices in Cambridge. You will be provided with a role related task during the interview to complete.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
