Customer Service Key Account Manager

Job Title: Customer Services Key Account Manager 

Salary: £27,900 - £36,300 

Location: Cambridge/Hybrid (expectation of 2 days in the office per week)  

Contract: Permanent/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 learners around the world. 

This is an exciting opportunity for a Key Account Manager to join a passionate Customer Services team providing a concierge level of service for our customers and become a significant factor in generating customer advocacy.  

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  

You will proactively manage the accounts of customers, anticipating demand and preparing internal teams to effectively manage customer orders and requests. You'll monitor customer requests, adopting responsibility to quickly respond and resolve any customer issue. You'll arrange regular account reviews with sales teams and customers to forward plan and address any outstanding issues, concerns or opportunities. A key part of this role will be reviewing account data and providing recommendations for and implementing improvements. In addition to managing customer accounts you will analyse data and examine customer and/or product lifecycles as well as investigate issues with transactions. 

You will thrive in this changing environment, be motivated by delivering excellent Customer Service and improving processes. You will enjoy being part of a high performing team that epitomises customer satisfaction.  

About you 

You are a strong team player with excellent communication skills, ensuring all relevant stakeholders are kept informed of account status and the correct internal teams are working cohesively to delight customers. 

To be successful in this role, you will have:  

• Experience managing accounts/clients. 
• Excellent Microsoft (in particular Excel) skills.  
• Experience analysing data. 
• Strong teamwork and communications skills.  
• Proactive logical thinker who can manage time well and prioritise conflicting priorities and deadlines. 

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.  

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: 

• Group personal pension scheme 
• Discretionary annual bonus 
• Life assurance up to 4 x annual salary  
• Private medical and Permanent Health Insurance  
• Green travel schemes  
• 28 days annual leave plus bank holidays 

We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability. 

Ready to pursue potential? Apply now.  

We review applications on an ongoing basis. With a closing date for applications being Sunday 31st March 2024, however, this is a rolling campaign, and therefore we will conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible. 

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'll 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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.  

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.