Job Title: Customer Support Advisor
Salary: £24,900 – £28,650
Location: Cambridge – Hybrid
Contract: Permanent
Hours: Full time – 35 hours per week
Join Cambridge University Press & Assessment as a Customer Support Advisor and play a key role in supporting our global customers, including schools, teachers, candidates, parents and education professionals. As part of our Customer Support team, you’ll be the friendly and knowledgeable first point of contact, helping customers navigate our products, services and assessment processes while delivering an outstanding customer experience.
We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About the role
As a Customer Support Advisor, you will identify, investigate and resolve a high volume of customer enquiries at the first point of contact wherever possible. Working across multiple channels including email, telephone, webchat and social media, you will provide accurate information, resolve issues efficiently and ensure customers receive a high standard of service throughout their journey.
You will be accountable for meeting service level agreements, maintaining customer satisfaction and ensuring enquiries are resolved within agreed timescales. The role also involves collaborating with colleagues across the business to obtain information, share knowledge and deliver the best possible customer outcomes.
Additional responsibilities and accountabilities include:
- Responding to customer enquiries via email, telephone, webchat and social media channels.
- Resolving customer queries accurately and efficiently while maintaining excellent service standards.
- Keeping customers informed of progress and ensuring issues are resolved within agreed service targets.
- Identifying complaints, expressions of dissatisfaction and compliments, ensuring they are handled appropriately.
- Escalating complex or sensitive issues to the Customer Support Assistant Manager when required.
- Working collaboratively with colleagues and stakeholders across the business to achieve positive customer outcomes.
- Sharing updated information on processes, procedures and customer feedback with relevant teams.
- Contributing to departmental customer satisfaction targets and service performance measures.
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 to accommodate disabilities or long‑term health conditions.
About you
You will have substantial customer service experience and a proven track record of delivering high‑quality support in a fast‑paced environment. You will be an excellent communicator, able to build positive relationships with customers through clear and professional written and verbal communication. You will have strong attention to detail and accuracy when handling customer enquiries and information, alongside the ability to effectively manage competing priorities and workloads to meet service standards and deadlines. You will also be confident using Microsoft Office applications, particularly Word, Outlook and Excel, as well as customer service systems and databases to deliver efficient, customer‑focused solutions.
If you meet the minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:
- Experience working within an education, assessment or examinations environment.
- Knowledge of CRM systems and customer management platforms.
- Experience supporting international customers.
Disability confident
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 practical, 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.
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.
Rewards and benefits
In addition to competitive salaries, we offer a world‑class, flexible rewards package, featuring family‑friendly and planet‑friendly 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.
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