Careers Customer Support Officer

Cambridge University Press & Assessment; Hartford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading academic publisher is seeking a Customer Support Officer to join their team in Hartford, England. This role involves resolving customer enquiries, maintaining accurate records, and ensuring high service quality. Ideal candidates will have strong communication skills and a commitment to delivering excellent customer service. Benefits include annual leave, private medical insurance, and a pension scheme.

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

Qualifications

• Ability to maintain accurate records of customer enquiries.
• Experience in escalating issues when necessary.
• Proactive communication skills with customers.

Responsibilities

• Provide high quality service for email and telephone enquiries.
• Take responsibility for resolving enquiries within target times.
• Correctly identify and document formal complaints.

Skills

Excellent communication skills

Problem-solving abilities

Customer service orientation

Attention to detail

Job description

We are looking for a Customer Support Officer to join our Cambridge Insight Customer Support Team. As a key member of our team, your goal will be to identify, investigate and resolve customer enquiries as the first point of contact. This role plays a vital part in delivering a high quality, consistent and accurate service as part of the Customer Support Team. Working under the supervision of a Customer Support Lead, your responsibilities will be as follows:

• Always provide a high quality of service for email, and telephone enquiries and dealing with them effectively
• Take responsibility for ensuring enquiries are dealt with and resolved within target times, keeping customers informed of progress
• Maintain accurate computer-based records of all enquiries handled
• Escalate any issues that might arise to the Shift Lead
• Correctly identify enquiries that are formal complaints, expressions of dissatisfaction or compliments and ensuring these are recorded in line with policy and procedure
• Meet the department SLAs and levels of customer satisfaction
• Create and update common responses to customer queries
• Undertake at least one specialist role within the team and maintaining an expert level of knowledge while providing training and support to colleagues
• Proactively communicate with customers and staff
• Set up new accounts, successfully onboarding new customers and maintaining customer data on various systems.

About you

As a Customer Support Officer, you will create an excellent customer experience. Your job is to identify, investigate and resolve customer enquiries as the first point of contact. It is crucial that you deliver a high quality, consistent and accurate service as part of the Customer Support Team. We invite you to pursue your potential with us if you are driven by the art and science of customer services and desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learner.

We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry. Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route 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 that embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background. 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.

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 × annual salary
• Green travel schemes