Customer Support Advisor - 7337

Job Title: Customer Support Advisor

Salary: £24,900 - £28,650

Location: Cambridge - Hybrid

Contract: Permanent

Hours: Full time- 35hours 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.

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.

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.

Equal Opportunity

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.

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.

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.