Senior Customer Support Advisor

2 weeks ago

Cambridge, United Kingdom Cambridge University Press & Assessment Full time

**Senior Customer Support Advisor**

**Salary**: £25,200 - £31,800

Location: Cambridge, Hybrid (2-3 Days Per Week)

Contract: Permanent, Full-time, 35 Hrs per week

**Are you ready to lead customer support and solve complex challenges?**

Join Cambridge University Press & Assessment as a Senior Customer Support Advisor, where you'll be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide.

**About The Role**

As a Senior Customer Support Advisor, you will:

- Investigate and manage the most complex queries, ensuring effective prioritisation and resolution.
- Identify trends and recommend process improvements to enhance customer experience.
- Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
- Ensure accurate documentation for systems, processes, and customer support operations.

**About You**

We are looking for a strong communicator with a passion for customer service.

You will have:

- Excellent verbal and written communication skills.
- The ability to manage competing priorities and maintain high standards of service.
- A proactive, detail-oriented approach to problem-solving.
- Experience in a customer support or helpdesk environment.
- Experience in drafting clear, user-friendly documentation and training materials.

If you're calm under pressure, have a keen eye for detail, and enjoy helping others succeed, we'd love to hear from you. Fluency in an additional language is a bonus but not 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:

- 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.
- 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 will 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. _

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

Pay: £25,200.00-£31,800.00 per year

Work Location: In person

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