Salary: £35,000 - £45,700
Location: Cambridge (The Triangle)/Hybrid Contract: 40% - 60% in office
Contract: Permanent
Hours: Full-time (35 hours per week)
A chance to develop a career within the Customer Services department of a leader in the educational sector, actively making a different to our customers around the world.
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 for a Customer Support Manager to join a passionate, fast-paced Customer Service team providing world class support to our millions of customers around the world. As part of this role, you will be leading a team of Assistant Managers and Advisors, therefore previous people management experience is essential.
About the role
As our next Customer Support Manager, you will join an established and experienced team of high performing customer advocates. The way we work is constantly evolving so you will need to be adaptable to change and flexible in your approach.
You will lead a team dedicated to delivering exceptional customer experiences while driving continuous improvement across our organisation. Your responsibilities will include comprehensive resource planning to ensure optimal team performance, managing and mentoring first-time managers as they develop into confident leaders, and handling escalated inquiries with professionalism.
Additional responsibilities and accountabilities include:
- You will be a key player in problem-solving and decision-making processes, participating actively in project working groups and collaborating closely with cross-functional teams.
- As a champion of customer experience (CX) and user experience (UX), you will advocate for best practices that enhance our service offerings.
- Your deep understanding of end-to-end customer processes will enable you to identify opportunities to support other teams, ultimately improving the overall customer journey. This role requires a strategic thinker with a passion for leadership, a collaborative mindset, and a commitment to excellence in customer service.
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
We are seeking a highly skilled and knowledgeable Customer Support Manager with significant management experience, where you've demonstrated your ability to lead teams effectively, especially in high-pressure situations. Proficiency in IT, particularly in MS Office (Word, Outlook, and Excel), is essential, as is confidence in handling financial data and customer information with a strong understanding of GDPR requirements.
Your approach to work is marked by accuracy and attention to detail, ensuring that you maintain the highest standards in everything you do. Additionally, your exceptional communication skills—both written and verbal—enable you to convey complex information clearly and effectively. With a proven track record in customer service, you are well-equipped to manage and exceed customer expectations, even in challenging circumstances.
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:
- Analytical and problem-solving capability
- Experience working with customer systems and data
- Ability to lead in a fast-paced, evolving environment
- Strong organisational skills
- Collaborative working style
- Commitment to continuous improvement
- Customer-focused mindset with empathy
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 who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, 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.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
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
- Green travel schemes
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 3rd July 2026. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from the week commencing 27th July 2026.
If you are shortlisted and progressed through the stages, you can expect:
- First stage virtual interview via MS Teams. You will be provided with a brief to complete a role related task which will need to be returned by email in advance of your interview.
- Final stage interview: in-person at our offices in Cambridge.
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.
