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Customer Service Manager
2 months ago
Job Title: Customer Service Manager
Location: Hybrid
Contract: Permanent/Full time (35 hours per week)
We are seeking a highly skilled and knowledgeable Customer Service Manager to join our team at Cambridge University Press & Assessment. As a leader in the educational sector, we are committed to delivering exceptional customer experiences and driving continuous improvement across our organisation.
Key Responsibilities:
- Lead a team dedicated to delivering exceptional customer experiences while driving continuous improvement across our organisation.
- Comprehensive resource planning to ensure optimal team performance.
- Manage and mentor first-time managers as they develop into confident leaders.
- Handle escalated inquiries with professionalism.
- Participate actively in project working groups and collaborate closely with cross-functional teams.
- Advocate for best practices that enhance our service offerings.
- Identify opportunities to support other teams, ultimately improving the overall customer journey.
Requirements:
- Significant management experience, particularly in high-pressure situations.
- Proficiency in IT, particularly in MS Office (Word, Outlook, and Excel).
- Confidence in handling financial data and customer information with a strong understanding of GDPR requirements.
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 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. For guidance on your eligibility, please visit our website.
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.
