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Customer Support
4 months ago
Job Title: Head of Customer Support
Cambridge/Hybrid
Contract: Permanent/Full Time (35 hours per week)
We are looking for an experienced Customer Support Manager / Head of Support to lead our team in providing exemplary support to IELTS customers globally on a 24/7 basis. In this crucial role, you'll steer a skilled team of support professionals dedicated to delivering outstanding customer service worldwide.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
The Customer Support team provides a crucial service to a range of customers, including candidates preparing for exams, test centres conducting assessments, and organisations that recognise our qualifications. As the leader of a team of first-line and technical specialist support staff, your role is to ensure customer queries are resolved both quickly and effectively, consistently meeting our high standards for customer satisfaction.
In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. You will also be a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonise practices, share knowledge, and jointly contribute to our global strategy for customer support.
Leading a team of customer support staff at various levels, including other managers, providing 24/7 1st line and technical support for IELTS.
Utilizing data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
Overseeing our self-help resources for IELTS, continuously enhancing them to facilitate customer self-service.
Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards.
While not a technical role per se, you will need to demonstrate a suitable level of technical expertise to lead a team providing first-line technical support for customer-facing software systems and web applications. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems such as Zendesk and 8x8.
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
We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. uk website for guidance to understand your own eligibility based on the role you are applying for.
You'll belong to a collaborative team that's 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's 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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