Customer Service Manager

1 week ago

Cambridge, Cambridgeshire, United Kingdom Cambridge University Press Full time
Customer Support Manager

Location: Cambridge (The Triangle)/Hybrid

Contract: Permanent/Full time (35 hours per week)

We are seeking a highly skilled and knowledgeable Customer Support Manager to lead our Customer Services department. As a champion of customer experience (CX) and user experience (UX), you will advocate for best practices that enhance our service offerings.

Your responsibilities will include comprehensive resource planning to ensure optimal team performance, managing and mentoring first-time managers as they develop into confident leaders, and handling escalated inquiries with professionalism.

You will be a key player in problem-solving and decision-making processes, participating actively in project working groups and collaborating closely with cross-functional teams.

We offer a range of flexible working options from day one, including hybrid working arrangements. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location.

We are 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, cultural, or social class/background.

We believe better outcomes come through diversity of thought, background, and approach.

We are a hybrid working organisation and offer a range of 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

Please note that successful applicants will be subject to satisfactory background checks, including DBS due to working in a regulated industry.

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route.

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