Customer Support Advisor

Job Title: Customer Support Advisor 

Salary: £22,800 - £24,800

Location: Coventry, Hybrid (2 days per week working from the office are expected)

Contract: Permanent, 35 hours per week (x3 Positions Available)

 This is an exciting opportunity for a customer focussed, self-motivated team player with excellent customer service skills, looking for a new and exciting challenge. 

OCR (Oxford Cambridge and Royal Society of Arts Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential. 

 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 be part of a team known for consistently delivering outstanding customer service; going the extra mile to ensure our customers always receive the best level of service and support, whether via a phone call or email.  

 Some key accountabilities include: 

• Answer varied and often complex queries from our customers, ranging from teaching an OCR qualification through to exam and results using a variety of contact channels.
• Listen to and question our customers to understand their needs and resolve queries at first point of contact. 
• Accurately capture and record all customer conversations in the CRM system.
• Work collaboratively with colleagues across different support functions to solve customer queries quickly and effectively as well as the confidence to work independently.
• Responsible for continuous learning on our products and systems, able to retain knowledge and be the expert at what we do.

About you 

We are looking for someone who is capable of working individually and within a team, highly organised and with an excellent eye for detail. 

To be successful in your application you'll need to; 

• Have experience of working in a busy contact centre/support centre environment.
• Engage confidently with customers, listening and empathising to deliver excellent customer service via phone and email.
• Have a flexible approach and can-do attitude. Will be calm and confident when dealing with customers. 
• Be comfortable working to tight deadlines and enjoy collaborating with others and sharing knowledge.
• Able to adapt and take on new information quickly and use accurately in a dynamic environment to meet customer needs.

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

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Ready to pursue your potential? Apply now.

We review applications on an ongoing basis, with a closing date for all applications being Sunday 21st January and interviews are scheduled to take place from Wednesday 24th January onwards.

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 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.