Customer Service Advisor - 6088

Cambridge University Press; Cambridge; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Cambridge University Press is seeking a Customer Service Advisor to deliver world-class support to global customers. The role involves addressing inquiries, managing customer interactions, and collaborating with teams to enhance service quality while working in a hybrid environment. The successful candidate will possess strong communication skills and a customer-focused mindset.

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

• Experience in a customer-service environment/helpdesk.
• Excellent written and verbal communication skills.
• Ability to manage workload with strict SLAs.

Responsibilities

• Provide first-line customer support via various channels.
• Respond to queries about exams and assist exam centres.
• Investigate and provide technical support to users.

Skills

Communication

Customer Service

Problem Solving

Empathy

Proactive

Job description

Job Title: Customer Service Advisor

Annual Salary: £23,300 - £27,650

Location: Cambridge, Hybrid (Min. 2 Days Per Week)

Contract: Fixed Term (12 Month), Full time 35 hours per week

Are you passionate about making a positive first impression and providing world-class customer support to people all over the world? If so, we want to hear from you!

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

As a Customer Service Advisor (also known as Helpdesk Analyst) you will provide first-line customer support to Cambridge English exam centres, candidates and teachers based all over the world. For many customers, speaking to a Customer Service Advisor is their first experience of the organisation, so we need great people who can make an excellent first-impression.

About the role

In this role, you will be responsible for providing world-class customer support to customers all over the world, by responding to customer queries via email, phone, webchat and social media.

You will be answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, as well as participating in continuous improvement projects to enable us to provide an outstanding level of customer service.

You will be investigating and interrogating in-house systems, providing first-line technical support to customers using our websites and liaising with teams across the organisation to ensure requests are fulfilled, strictly adhering to fixed SLAs.

As a hybrid organisation, we expect a minimum of 2 days in the office per week. The team normally convene on a Tuesday which is a great opportunity to collaborate and maintain relationships. If you're enthusiastic, friendly, passionate about customer service and wish to be part of a team where potential inspires progress, we want to hear from you!

If you don't want to miss out, please review the job description attached at the bottom of the advert.

About you

Do you have excellent written and verbal communication skills, with a high-level of English language fluency? If you are empathetic and have a customer-focused approach, this is the role for you.

You'll also need to be:

• Meticulous in your approach to fulfilling tasks.
• Able to effectively manage a workload of varying tasks all of which have immovable SLAs.
• Proactive and creative in your approach to problems; able to find solutions to problems that we may never have encountered before.
• Able to cope under pressure. Like many customer-service roles, it can get busy at times, and you'll need to make sure the level of service you offer always remains excellent.
• Experienced in working in a customer-service environment/helpdesk.
• The ability to speak and write a second (non-English) language would also be helpful but is not essential.
  

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 and will conduct interviews on an ongoing basis, with a closing date for all applications being 27th June 2025. Interviews are scheduled to take place week commencing 14th July 2025.

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 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 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.

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