Job Title: Customer Service Advisor
Salary: £24,900 – £28,650
Location: Cambridge, UK – Hybrid (min. 2 days per week in the office)
Contract: Permanent
Hours: Full time, 35 hours per week
Are you passionate about making a positive first impression and providing world‑class customer support to people all over the world? If so, we want to hear from you! We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation.
About The Role
In this role, you will be responsible for providing world‑class customer support to customers all over the world, by responding to customer queries via email, phone, webchat and social media.
Responsibilities
- Answer a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them
- Participate in continuous improvement projects to enable us to provide an outstanding level of customer service
- Investigate and interrogate in‑house systems, provide first‑line technical support to customers using our websites and liaise with teams across the organisation to ensure requests are fulfilled, strictly adhering to fixed SLAs.
About You
Do you have excellent written and verbal communication skills, with a high level of English language fluency? If you are empathetic and have a customer‑focused approach, this is the role for you.
- Meticulous in your approach to fulfilling tasks.
- Able to effectively manage a workload of varying tasks all of which have immovable SLAs.
- Proactive and creative in your approach to problems; able to find solutions to problems that we may never have encountered before.
- Able to cope under pressure. Like many customer‑service roles, it can get busy at times, and you’ll need to make sure the level of service you offer always remains excellent.
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:
- Experienced in working in a customer‑service environment/helpdesk.
- The ability to speak and write a second (non‑English) language would also be helpful but is not essential.
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 x annual salary
- Green travel schemes
Disability Confidence
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, 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.
Equal Opportunity
We are committed to an equitable recruitment process. 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.
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