Job Title: Customer Support Manager
Salary: £35,000 – £45,700
Location: Cambridge (The Triangle)/Hybrid (40% – 60% in office)
Contract: Permanent
Hours: Full-time (35 hours per week)
A chance to develop a career within the Customer Services department of a leader in the educational sector, actively making a difference to our customers around the world. This is an exciting opportunity to join the fast‑paced Customer Service team at Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation.
About the Role
As our next Customer Support Manager, you will lead a team of Assistant Managers and Advisors, driving exceptional customer experiences and continuous improvement. Your responsibilities will include:
- Comprehensive resource planning to ensure optimal team performance.
- Managing and mentoring first‑time managers as they develop into confident leaders.
- Handling escalated inquiries with professionalism.
- Participating in project working groups and collaborating closely with cross‑functional teams.
- Advocating for best practices in customer experience (CX) and user experience (UX).
- Identifying opportunities to support other teams, improving the overall customer journey.
About You
We are seeking a highly skilled and knowledgeable Customer Support Manager with significant management experience, particularly in high‑pressure situations. You will have:
- Proficiency in IT, especially MS Office (Word, Outlook, Excel).
- Strong understanding of GDPR requirements.
- Strong communication skills, both written and verbal.
- Experience managing and exceeding customer expectations.
Requirements
Minimum requirements:
- Demonstrated ability to lead teams effectively.
- Experience in high‑pressure customer service environments.
- Proficiency in handling financial data and customer information.
Desirable:
- Analytical and problem‑solving capability.
- Experience working with customer systems and data.
- Ability to lead in a fast‑paced, evolving environment.
- Strong organisational skills.
- Collaborative working style.
- Commitment to continuous improvement.
- Customer‑focused mindset with empathy.
Rewards and 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 × annual salary.
- Green travel schemes.
Equal Opportunity
We are a Disability Confident (DC) employer committed to equality and inclusion. We also support sponsorship for eligible roles under the Skilled Worker visa route. Cambridge University Press & Assessment is an approved UK employer for sponsorship.
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