Careers Senior Customer Support Manager

Cambridge University Press & Assessment; Hartford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading academic publishing company in the UK is seeking a skilled Senior Customer Support Manager to lead a dynamic customer support team, ensuring high-quality service to clients worldwide. The ideal candidate will have a degree or equivalent experience in customer service, strong leadership capabilities, and proficient analytical skills. This role involves managing escalated concerns, driving business continuity, and collaborating with regional teams to enhance the overall customer experience. We offer flexible benefits including generous leave, private medical insurance, and a comprehensive rewards package.

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

Qualifications

• Extensive experience in customer service and people management.
• Educational background in customer experience, support, or related fields.
• Ability to thrive in fast-paced, ever-changing environments.

Responsibilities

• Lead and develop the Customer Support Managers and Data Manager.
• Resolve complex customer queries and technical issues.
• Oversee quality audits and ensure business continuity.

Skills

Leadership skills

Analytical skills

Communication skills

Problem-solving skills

Education

Degree level education or equivalent professional experience

Tools

CRM systems

Job description

As Senior Customer Support Manager, you will:

• Lead and develop the Customer Support Managers and Data Manager, ensuring your team is empowered and supported.
• Be the escalation point for technical issues, system outages, and complex customer queries.
• Oversee quality audits and ensure business continuity across our Cambridge and Manila teams.
• Manage the recruitment process and resolve HR matters within the team.
• Design, implement, and manage the Customer Support Data team, owning data governance and analysis.
• Collaborate with colleagues across departments to deliver end-to-end customer experience improvements.
• Support regional teams with complex and escalated queries, enabling them to provide accurate information to diverse customer groups.

Qualifications

We're looking for someone with extensive experience in customer service and people management. You'll be educated to degree level or have equivalent professional experience in customer experience, support, or related fields. You demonstrate excellent analytical, problem-solving, and communication skills, and are confident working with CRM systems and customer data governance. Thriving in a fast-paced, evolving environment, you adapt to change with innovation and resilience. You value collaboration, inclusivity, and integrity, and inspire others to achieve their best.

Are you ready to shape the future of customer experience at a world-leading organisation?

About the Company

Join Cambridge University Press & Assessment as our Senior Customer Support Manager and play a pivotal role in championing our international customer strategy. You'll lead a talented team, drive continuous improvement, and ensure our customers receive outstanding support across the globe. We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

Why Join Us

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 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.

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