Customer Support Advisor

1 week ago

Cambridge, United Kingdom Cambridge University Press & Assessment Full time

**Customer Support Advisor**

**Salary: £22,200**

**Location: Coventry, Hybrid**

**Contract: 1 x Permanent/ 1 x Fixed term contract (ends October 2024), Full-time**

OCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.

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**

Some of the key accountabilities will be, but not limited to:

- Responding to and resolving queries ranging from teaching an OCR qualification through to exam and results.
- Working effectively across a variety of communication channels to resolve queries at first point of contact.
- Accurately capturing and recording information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts.
- Work collaboratively with colleagues within different support functions to solve customer queries quickly and efficiently.

**If you are innovative, outgoing, a great team player and looking for a new and exciting challenge this could be the role for you.**

**About you**

You will be a great team player who has experience of working in a busy contact centre/support centre environment. You will have a flexible approach and attitude and be calm and confident when dealing with customers. You will be used to working to tight deadlines and enjoy collaborating with others and sharing knowledge.

The enquiries received are varied and often complex. You will be responsible for learning and keeping up to date with all our products and systems. You will need to be able to retain knowledge and be confident to ask for support and advice from our senior advisors when required.

**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.

This is your opportunity to make a real difference to those we serve, influencing change and building a sense of belonging 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.
- 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._

**Job Types**: Permanent, Full-time

**Salary**: £22,200.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cambridge: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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