Job Vacancy Senior Customer Support Advisor

Job Title: Senior Customer Support Advisor

Salary: £24,300 - £30,600

Location: Cambridge, Hybrid

Contract: Permanent, Full-time, 35 Hrs per week

Are you ready to lead customer support and solve complex challenges?

Join Cambridge University Press & Assessment as a Senior Customer Support Advisor, where you'll be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide.

About The Role

As a Senior Customer Support Advisor, you will:

• Investigate and manage the most complex queries, ensuring effective prioritisation and resolution.
• Identify trends and recommend process improvements to enhance customer experience.
• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
• Act as a subject matter expert, representing the customer support team in cross-departmental meetings.
• Ensure accurate documentation for systems, processes, and customer support operations.

About You

We are looking for a strong communicator with a passion for customer service. You will have:

• Excellent verbal and written communication skills.
• The ability to manage competing priorities and maintain high standards of service.
• A proactive, detail-oriented approach to problem-solving.
• Experience in a customer support or helpdesk environment.
• Experience in drafting clear, user-friendly documentation and training materials.

If you're calm under pressure, have a keen eye for detail, and enjoy helping others succeed, we'd love to hear from you. Fluency in an additional language is a bonus but not required.

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

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Ready to pursue your potential? Apply now.

We review applications on an ongoing basis, with a closing date for all applications being 08 th November 2024 and interviews are scheduled to take place from 13 th Nov onwards.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Please note, Cambridge University Press & Assessment is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary requirements.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that's 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's 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.