Senior Customer Support Specialist — Hybrid and Spanish Pro

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 30,000 - 39,000; 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 in Cambridge, UK, is seeking a Customer Support Specialist to deliver world-class service to our largest customers, including Cambridge English. You will handle queries across multiple channels, build trusted relationships and apply expert knowledge of our products and systems.

This hybrid role requires 40-60% office presence, weekend work may be required, and Spanish language proficiency at C1 or above is essential.

Qualifications

• Senior member of staff within a Customer Services department.
• Outstanding communication skills, both written and verbal.
• Excellent prioritisation and organisational skills.
• Advanced IT skills and ability to support software and web-based applications.
• Experience producing training materials and knowledgebase content.
• Spanish language proficiency at C1 level or above.

Responsibilities

• Provide personalised, high-touch support to the organisation's highest profile and most important customers.
• Handle the most complex, challenging or high-impact customer queries, acting as a point of escalation for other members of the team.
• Act as a subject matter expert in one or more product areas within Cambridge English's portfolio; provide training and coaching to others.
• Ensure that documentation for support staff and customers remains accurate, up to date and relevant.
• Build and maintain relationships with key contacts within the business, highlighting customer pain points and seeking resolution to common or repeat issues.
• Coordinate the support response and liaison between stakeholders and ensure that communications (internal and customer-facing) are managed.

Skills

Senior customer service

Communication skills

Prioritisation

IT skills

Training materials

Critical thinking

Spanish proficiency

Job description

Cambridge University Press & Assessment in Cambridge, UK, is seeking a Customer Support Specialist to deliver world-class service to our largest customers, including Cambridge English. You will handle queries across multiple channels, build trusted relationships and apply expert knowledge of our products and systems.

This hybrid role requires 40-60% office presence, weekend work may be required, and Spanish language proficiency at C1 or above is essential.