Job Title: Global Training & Quality Assurance Manager – Customer Services
Salary: £45,100 – £60,400 per annum
Location: Cambridge, UK – Hybrid working (40–60% office based)
Contract: Fixed Term Contract (maternity cover, approximately 12 months, 14th May 2027)
Hours: Full Time 35 hours per week Monday – Friday
Are you passionate about creating exceptional customer experiences through impactful training, coaching, and quality assurance?
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
Join our global Customer Services team in a high-impact leadership role where you will help shape training delivery, service quality, and employee engagement across an international organisation. This is an exciting opportunity to influence customer experience and support a culture of continuous improvement and customer‑centricity.
About the role
As the Global Training & Quality Assurance Manager, you will lead the strategy and delivery of training, engagement, and service quality initiatives across our international Customer Services teams. This role is responsible for ensuring colleagues globally are equipped with the skills, knowledge, and support required to deliver consistently excellent customer experience.
Additional responsibilities and accountabilities
- Lead and deliver a global training and quality assurance function for Customer Services
- Deliver scalable training programmes across multiple locations and learning styles
- Enforce and maintain service quality frameworks and standards
- Identify capability gaps and create tailored learning plans
- Drive employee engagement and change management initiatives
- Promote a customer‑first culture across the wider organisation
- Monitor training effectiveness and continuous improvement through data and feedback
- Manage training budgets, learning systems, and knowledge resources
- Partner with senior stakeholders to support organisational change and customer‑centric initiatives globally
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. 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.
About You
You are an experienced people leader with a strong background in training and quality within a customer service or similar operational environment. You’ll be confident leading teams, shaping training approaches, and working across complex or international settings to drive consistency and improvement.
You take a practical and insight‑led approach, using feedback and performance trends to continuously improve training effectiveness and support better customer outcomes. You’re comfortable working with a wide range of stakeholders and creating an environment where teams feel supported, capable and engaged.
Minimum requirements
- Experience delivering training across multiple formats, including face‑to‑face, virtual platforms (e.g. MS Teams), and self‑paced learning via LMS
- Experience working with structured performance, quality or training frameworks
- Strong organisational skills with the ability to prioritise and manage multiple activities
- Ability to use data, feedback or quality metrics to drive improvements
- Experience operating in a global or multi‑site environment
- Proven experience leading or managing a team
If you meet the above minimum requirements, we encourage you to apply.
Your application will be even stronger if you can also demonstrate the following desirable criteria:
- Customer service and/or coaching qualifications
- Experience promoting customer‑centric culture change across organisations
- Experience managing budgets and training resources
- Strong coaching capability with experience supporting individual development
How will you know that you are successful
- Our colleagues consistently demonstrate confidence and competence in performing their roles
- Our customers recognise our people as a standout strength of the organisation
- New internal career pathways and development opportunities are created for our people
- Our employees tell us that your training team contributes significantly to making this a great place to work
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
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 who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, 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 that Cambridge University Press & Assessment will not ordinarily be able to provide sponsorship for vacancies of less than 12‑month’s duration. Applicants must therefore have an existing right to work in the UK to be eligible for this position.
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
Ready to pursue your potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 14 June 2026. Applications will be reviewed on an ongoing basis, and some interviews will take place while the advert is still live. We therefore reserve the right to close this vacancy early if sufficient suitable applications are received. We encourage you to apply as soon as possible to avoid missing out on this opportunity.
If you are shortlisted and progressed through the stages, you can expect:
- A 15‑minute screening call with the Hiring Manager.
- First stage virtual interview via MS Teams. You’ll receive a brief in advance to prepare a presentation, which you’ll submit ahead of time and present to the panel during your interview.
- Potential final stage: A further interview with an SMT member, which may be virtual or in person at our Cambridge office.
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.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is 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 is 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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