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?
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.
- 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
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.
- 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
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
Success Indicators
- Colleagues consistently demonstrate confidence and competence in performing their roles
- Customers recognise our people as a standout strength of the organisation
- New internal career pathways and development opportunities are created for our people
- Employees report that the training team contributes significantly to making this a great place to work
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 in duration. Applicants must therefore have an existing right to work in the UK to be eligible for this position.
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
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, 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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