Customer Service Advisor - 7246

Overview

Job Title: Customer Service Advisor

Salary: £24,900 - £28,650

Location: Cambridge, UK - Hybrid (min. 2 days per week in the office)

Contract: Permanent

Hours: Full time, 35 hours per week

About the role

Are you passionate about making a positive first impression and providing world-class customer support to people all over the world? If so, we want to hear from you!

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

As a Customer Service Advisor (also known as Helpdesk Analyst) you will provide first-line customer support to Cambridge English exam centres, candidates and teachers based all over the world. For many customers, speaking to a Customer Service Advisor is their first experience of the organisation, so we need great people who can make an excellent first-impression.

Responsibilities

In this role, you will be responsible for providing world-class customer support to customers all over the world, by responding to customer queries via email, phone, webchat and social media.

Additional responsibilities and accountabilities include:

• Answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, as well as participating in continuous improvement projects to enable us to provide an outstanding level of customer service.
• Investigating and interrogating in-house systems, providing first-line technical support to customers using our websites and liaising with teams across the organisation to ensure requests are fulfilled, strictly adhering to fixed SLAs.

Working arrangements

As a hybrid organisation, we expect a minimum of 2 days in the office per week. The team normally convene on a Tuesday which is a great opportunity to collaborate and maintain relationships. If you're enthusiastic, friendly, passionate about customer service and wish to be part of a team where potential inspires progress, we want to hear from you!

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

Do you have excellent written and verbal communication skills, with a high-level of English language fluency? If you are empathetic and have a customer-focused approach, this is the role for you.

• Meticulous in your approach to fulfilling tasks.
• Able to effectively manage a workload of varying tasks all of which have immovable SLAs.
• Proactive and creative in your approach to problems; able to find solutions to problems that we may never have encountered before.
• Able to cope under pressure. Like many customer-service roles, it can get busy at times, and you'll need to make sure the level of service you offer always remains excellent.

Desirable criteria

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:

• Experienced in working in a customer-service environment/helpdesk.
• The ability to speak and write a second (non-English) language would also be helpful but is not essential.

Additional information

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.

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
• Green travel schemes

How to apply and interview process

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 3 June 2026. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from the week commencing 15 June 2026.

If you are shortlisted and progressed through the stages, you can expect:

• In-person interviews 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 communitie