Customer Support Advisor

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 36,000 - 54,000; Full time

Job summary

Cambridge University Press & Assessment is seeking a Senior Customer Support Advisor to resolve advanced technical and administrative queries for a global customer base. You will support exam centres, schools and learners, and contribute to process improvements while modelling exceptional service.

The role is hybrid, with time split between collaborating in Cambridge and our offices in Manila, and may include weekend work.

Qualifications

• Experience in customer support or helpdesk environments.
• Ability to create clear, user-friendly documentation.
• Proven track record resolving complex enquiries and prioritising effectively.

Responsibilities

• Resolve advanced technical and administrative queries for global customers.
• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions in Cambridge and Manila.
• Act as SME in cross-departmental meetings and ensure accurate documentation of systems and processes.

Skills

Strong communicator

First-line technical support

Documentation and training materials

Spanish language skills

Job description

Join Cambridge University Press & Assessment as a Senior Customer Support Advisor, where you will be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide. 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 Senior Customer Support Advisor, you will be accountable for investigating and resolving the most complex enquiries, ensuring they are prioritised and addressed in an effective manner. You will analyse trends and propose process enhancements to improve the customer experience. Additionally, you will troubleshoot technical issues related to portals and applications used by Cambridge English customers.

Additional responsibilities and accountabilities include:

• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
• Act as a subject matter expert, representing the customer support team in cross-departmental meetings.
• Ensure accurate documentation for systems, processes, and customer support operations.

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Please note that weekend working may be required for this role. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

Are you ready to lead customer support and solve complex challenges? We are looking for a strong communicator with a passion for customer service and a wealth of experience from customer support and helpdesk environments. You must be confident in your abilities to provide first-line technical assistance to a broad customer base. Previous experience of creating clear, user-friendly documentation and training materials is key. Excellent verbal and written communication skills is vital in this role, and you bring a proven capacity to effectively explain complex processes in simple terms - making you a point of reference for colleagues seeking guidance and clarity. Fluency in Spanish is highly desirable for this role. A proficiency at level of C1 or above would therefore be advantageous.

Additionally, you will demonstrate:

• The ability to manage competing priorities and maintain high standards of service.
• The capacity to manage queries with skill and patience.
• A proactive, meticulous approach to problem-solving.
• 2nd stage in person interview at our offices in Cambridge. You will be provided with a brief to complete a role-related task.

If you're calm under pressure, have a keen eye for detail, and enjoy helping others succeed, we'd love to hear from you. We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.

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.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. We are committed to an equitable recruitment process.

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.

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:

• Group personal pension scheme.
• Discretionary annual bonus
• Life assurance up to 4 x annual salary
• Private medical and Permanent Health Insurance
• Green travel schemes
• 28 days annual leave plus bank holidays