Senior Customer Support Advisor

3 months ago

Cambridgeshire, United Kingdom Cambridge University Press & Assessment Full time

**Salary**: £23,000 - £29,000

Location: Cambridge, Hybrid (2 days a week in the office)

Contract: Permanent, Full time

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

Are you enthusiastic, friendly, passionate about customer service and wish to be part of a team where potential inspires progress? Are you looking for a new and exciting challenge? Then this could be the role for you.

**About the role**

Senior Customer Support Advisors (also called Senior Helpdesk Analysts) provide expert-level support to Cambridge Assessment English customers; helping with the most complex issues they might encounter when administering our exams and using our systems and websites. Senior Helpdesk Analysts enable other members of the team to do their best work, through helping create and manage team knowledge, acting as a resident expert, running training sessions and helping to check and monitor the work of others.

You will be responsible for managing team knowledge and overseeing the work of others. You will help maintain accurate and relevant information on the team knowledge base and customer-facing support website. You will organise and conduct training sessions for Customer Support staff as well as supervise and support temporary staff during busy periods.

Other key accountabilities will be, but not limited to:

- investigate and diagnose complex technical and administrative issues for our customers
- manage support query queues
- identify trends in customer contact, prioritise urgent cases, and escalate them to the appropriate departments while keeping the customers informed

You will offer individual support to a group of high-value customers. Building and maintain strong cooperative relationships with them. Taking the time to understand their goals, challenges, and priorities to help promote success.

This is your opportunity to make a real difference to those we serve, influencing change and building a sense of belonging** **You have the chance to become part of a dedicated, dynamic team that values collaboration and innovation. To work alongside like-minded individuals who value creativity, and progress. We pride ourselves on maintaining a supportive and friendly work environment.

**If you don't want to miss out, please take a look at the job description attached at the end of the advert. We want to hear from you.**

**About you**

Alongside your excellent organisational and prioritisation skills you will be confident coaching, mentoring, and training others in the use of web-based systems and software packages. You will be a great team player and being confident liaising with internal and external customers at all levels.

To be successful you will demonstrate:

- Experience within a Customer Services department, with the appropriate levels of accountability and responsibility.
- Being excellent communicator, both written and verbally.
- Ability to spot and interpret trends in order to identify improvements and efficiencies.

Experience working in a customer-service environment/helpdesk would be an advantage but finding someone with the right mind-set and skills is more important.

**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:

- Group personal pension scheme
- Discretionary annual bonus
- Life assurance up to 4 x annual salary
- Private medical and Permanent Health Insurance
- Green travel schemes
- 28 days annual leave plus bank holidays

We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.
- Please note, Cambridge University Press & Assessment is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary requirements_

**Why join us**
- Joining us is your opportunity to pursue potential. 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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet. _
- #LI-AA1_

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