Customer Support Specialist

Job Title:Customer Support Specialist

Salary: £27,900-£36,300

Location: Cambridge, Hybrid, 2 days per week in the office

Contract: Full time, permanent, 35 hours per week

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

The Customer Support Specialist has a central role in ensuring Cambridge English provides a world-class level of customer service. Building relationships with and helping support the organisation's most important and high value customers, the Customer Support Specialist will use their expert level knowledge of our products and systems, as well as a natural flair for providing the highest levels of service, to overcome internal barriers and ensure the right outcome for these customers. 

About the role

You will be personally handling support queries from our largest customers via a number of channels, working closely with colleagues from across the wider business and our regional teams to ensure a rapid and personalised service is offered. Key will be your ability to overcome barriers in the interest of resolution for the customer, whilst at the same time ensuring the integrity of our examinations is maintained.  

 Key duties include:  

• Provide personalised, high-touch support to the organisation's highest profile and most important customers.  
• Handle the most complex, challenging or high-impact customer queries, acting as a point of escalation for other members of the team. 
• Act as a subject matter expert in one or more product areas within Cambridge English's portfolio. Provide training and coaching to others to improve their knowledge and skills. 
• Ensure that documentation for support staff and customers remains accurate, up to date and relevant.  
• Build and maintain relationships with key contacts within the business, highlighting customer pain points and seeking resolution to common or repeat issues. 
• Recognise patterns of contact affecting multiple customers. Coordinate the support response and liaison between stakeholders and ensure that communications (internal and customer-facing) are managed. 

About you

You will be an experienced Customer Support professional, able to demonstrate a track record of outstanding service delivery to a variety of customer types. With an enthusiastic, proactive mindset you understand and appreciate the value that great service brings to an organisation. Specific skills and experience that will be of benefit to this role include: 

• Experience as a senior member of staff within a Customer Services department. A willingness to go the ‘extra mile' to ensure customers receive the best service. 
• Outstanding communication skills, both written and verbal. An ability to liaise with internal and external customers at all levels. 
• Excellent prioritisation and organisational skills and an ability to effectively manage a range of complex tasks and responsibilities. 
• Advanced IT skills. An ability to provide customers with effective support in the use of software and web-based applications. 
• Experience producing training materials and web-based knowledgebase content and customer-facing help documentation. 
• Ability to apply critical thinking skills to tackle complex situations, pre-empt problems and drive solutions.  

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:

• 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 1 April 2024 and interviews are scheduled to take place on w/c 15 April 2024.

Interviews may be carried out on a rolling basis so you may be invited to interview prior to the date advertised. In the event we find a suitable applicant, we may close the advert early  

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

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.

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

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