Customer Support Advisor

Job Title: Customer Support Advisor

Salary: £24,900 - £28,650

Location: Coventry, Hybrid

Contract: Permanent

Hours: Full time (shift rotation 8am 4pm and 9am 5pm)

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

• Respond to and resolve queries regarding teaching, OCR qualifications, exams and results via phone, email and digital channels.
• Work effectively across multiple communication channels to resolve queries at first point of contact.
• Accurately capture and record information in the CRM system to the required performance standards, enabling effective auditing and analysis.
• Collaborate with colleagues across support functions to solve customer queries quickly and efficiently.
• Maintain a % hybrid work model, with flexible arrangements considered to support reasonable adjustments for disability or long term health conditions.

About You

• Team player with experience in a busy contact centre or customer support environment.
• Demonstrated flexibility and a positive approach, remaining calm and confident when dealing with customers.
• Ability to multitask across multiple channels-including telephone, email and processing updates-while maintaining accuracy and high service standards.
• Strong problem solving skills and attention to detail, capable of handling complex and varied enquiries.
• Proactive learning mindset: keep up to date with products, services and systems, and seek guidance from senior advisors when needed.

Rewards and benefits

• 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 annual salary
• Green travel schemes

We are a Disability Confident (DC) employer committed to equality and inclusion. The DC scheme's Offer of an Interview commitment applies to applicants who opt in and disclose a disability or long term health condition and who 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 an equal opportunity employer. Cambridge University Press & Assessment welcomes applications from all candidates regardless of age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity, sexual orientation or social class.