Senior Customer Support Lead – Hybrid (UK)

Cambridge University Press; Cambridge; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Group personal pension scheme

Discretionary annual bonus

Life assurance up to 4 x annual salary

Private medical and Permanent Health保险

Job summary

Cambridge University Press & Assessment is seeking a Senior Customer Support Advisor in Cambridge. The role focuses on resolving advanced technical and administrative queries for global customers, with hybrid work (40-60% in office) and a 35-hour week.

You will lead investigations, analyze trends, and improve processes while supporting the team across locations, including training and documentation tasks. Fluency in Spanish is advantageous; weekend work may be required.

Qualifications

• Strong communication skills, both verbal and written.
• Ability to provide first-line technical assistance.
• Experience creating user-friendly documentation and training materials.
• Spanish language fluency desirable (C1+).

Responsibilities

• Investigate and resolve the most complex customer enquiries.
• Analyse trends and propose process improvements.
• Troubleshoot technical issues with portals and applications.
• Support junior staff and share expertise.
• Represent the team in cross-departmental meetings.
• Ensure accurate documentation of systems and processes.

Skills

Customer service experience

Technical troubleshooting

Documentation

Training

Job description

Cambridge University Press & Assessment is seeking a Senior Customer Support Advisor in Cambridge. The role focuses on resolving advanced technical and administrative queries for global customers, with hybrid work (40-60% in office) and a 35-hour week.

You will lead investigations, analyze trends, and improve processes while supporting the team across locations, including training and documentation tasks. Fluency in Spanish is advantageous; weekend work may be required.