Customer Support Specialist

**Salary**: £26,700 to £34,700

Location: Cambridge

Contract: Full Time/Permanent

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

Do you have previous customer service experience with excellent written and verbal communication skills?

If you have answered yes to the above question, we would love to hear from you as we are looking for an enthusiastic Customer Support Specialist. You will use your expert level knowledge of our products and systems, as well as a natural flair for providing the highest levels of service, to overcome internal barriers and ensure the right outcome for your customers.

**About the role**

You will be handling support queries from our largest customers via a number of channels, working closely with colleagues from across the wider business and our regional teams to ensure a rapid and personalised service is offered. You will need to be able to overcome barriers to get the best resolution for the customer, whilst at the same time ensuring the integrity of our examinations is maintained.

Key duties include:

- Provide personalised, high-touch support to the organisation's highest profile and most important customers.
- Handle the most complex, challenging or high-impact customer queries, acting as a point of escalation for other members of the team.
- Ensure that documentation for support staff and customers remains accurate, up to date and relevant.
- Build and maintain relationships with key contacts within the business, highlighting customer pain points and seeking resolution to common or repeat issues.
- Recognise patterns of contact affecting multiple customers. Coordinate the support response and liaison between stakeholders and ensure that communications (internal and customer-facing) are managed.

**About you**

You will be an experienced customer support professional, able to demonstrate a track record of outstanding service delivery to a variety of customer types. You will have an enthusiastic and proactive mindset and understand and appreciate the value that great service brings to an organisation. Specific skills and experience that will be of benefit to this role include:

- Experience as a senior member of staff within a Customer Services department. A willingness to go the ‘extra mile' to ensure customers receive the best service.
- Outstanding communication skills, both written and verbal. An ability to liaise with internal and external customers at all levels.
- Excellent prioritisation and organisational skills and an ability to effectively manage a range of complex tasks and responsibilities.
- Experience producing training materials and web-based knowledgebase content and customer-facing help documentation.

**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-SP1_