Customer Support Manager - 7326

Job Title: Customer Support Manager

Salary: £35,000 - £45,700

Location: Cambridge (The Triangle)/Hybrid (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 difference to our customers around the world.

Cambridge University Press & Assessment is a world leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

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 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.

Accountability

• 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.

Qualifications

We are seeking a highly skilled and knowledgeable Customer Support Manager with significant management experience, where you have 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.

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

EEO Statement

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 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. Applicants should refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

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 x annual salary
• Green travel schemes