Job Title: Customer Service Global Trainer x2
Salary: £35,200 - £45,700 per annum
Location: Cambridge, UK – Hybrid
Contract: Permanent
Hours: Full time, 35 hours per week
If you're energised by helping people grow, passionate about customer excellence, and excited by the challenge of supporting teams across multiple regions, this role offers you the opportunity to make a meaningful global impact.
We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Join us in elevating the capability of our global Customer Service community and shaping learning experiences that truly make a difference.
About the role
As our Global Trainer, you will play a key role in ensuring colleagues across the world are equipped with the skills, tools, and confidence to deliver an outstanding customer experience.
You'll design and deliver high‑quality training programmes, support global systems rollouts, and act as a vital voice of the customer in shaping service improvements. This role has a broad reach, supporting more than 340 Customer Service professionals across regions including the UK, Iberia, the US, Mexico, Asia, the Philippines, and Australia.
We have two opportunities, and each one has a specific focus. Please outline in your application which position interest you.
Customer Service Global Trainer – Leadership & Development
* This role focuses on building leadership capability across global teams, with a strong emphasis on people development, coaching, communication, and cultural alignment. You will design and enhance onboarding and development programmes, support managers in strengthening coaching skills, and contribute to engagement and recognition initiatives. You will support individuals on personal growth and career pathways using structured development frameworks.
Customer Service Global Trainer – Customer Experience
* In this role, you will specialise in elevating frontline customer experience through behavioural coaching and skill‑building, in areas such as empathy, active listening, rapport, and effective problem resolution. You will support continuous improvement by teaching workflow and process‑mapping techniques and deliver training using process optimisation methodologies. You will also enable teams to adopt AI‑enhanced workflows and digital tools to improve efficiency and service quality.
This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.
About You
You will bring strong expertise in designing engaging learning experiences using adult learning principles, with the ability to create effective blended programmes across e‑learning, virtual, and in‑person formats. You're confident adapting content for different cultural and language contexts and skilled in facilitating both live and virtual sessions, managing group dynamics, and encouraging meaningful participation. Your content development skills are supported by proficiency in using tools such as Articulate and Rise, along with the ability to produce clear, visually appealing materials that incorporate multimedia elements. You communicate effectively across time zones and cultures, tailoring messages for global audiences, and you're comfortable working with LMS and LXP platforms, using analytics to understand training impact and exploring emerging learning technologies. Alongside this, you excel at managing multiple projects, collaborating with stakeholders, and organising your work to deliver high‑quality learning solutions at pace.
If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirablecriteria:
Customer Service Global Trainer – Leadership & Development
* Strong understanding of people development, coaching, leadership dynamics, and supporting managers to build coaching and communication capability.
* Experience designing, delivering, and enhancing onboarding programmes to improve readiness, cultural alignment, and retention.
* Ability to support recognition, motivation, and engagement initiatives that contribute to a positive workplace culture.
* Skilled in coaching individuals on personal growth and career development, using frameworks or strengths‑based approaches.
Customer Service Global Trainer – Customer Experience
* Skilled in coaching key customer service behaviours such as empathy, active listening, rapport building, and problem resolution, with experience delivering soft‑skills workshops.
* Knowledge of process mapping and workflow improvement, with experience applying continuous improvement methods (e.g., Lean, Six Sigma, Kaizen).
* Understanding of how AI can enhance customer experience and efficiency, with the ability to train teams on AI‑enabled workflows and digital tools.
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interviewcommitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.ukwebsite for guidance to understand your own eligibility based on the role you are applying for.
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
Ready to pursue your potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be Sunday 15th March. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from week commencing23rd March.
If you are shortlisted and progressed through the stages, you can expect:
* First stage interview: in person at our office in Cambridge.
* Final stage interview: virtual interview via MS Teams. You will be provided with a brief to complete a role related task which you will present during your interview.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is 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 it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.