Overview
The Customer Support Specialist plays a pivotal role in delivering a world‑class customer experience for Cambridge English. Working closely with our most important and high‑value customers, you will build trusted relationships and provide highly personalized support using your expert knowledge of our products and systems.
Hybrid Working
This position is classified as a hybrid role, requiring the selected candidate to typically spend 40–60% of their time collaborating and connecting face‑to‑face at a dedicated location. Flexible working arrangements and adjustments for disability or long‑term health condition are considered from day one.
Responsibilities
* Provide personalized, 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 team members.
* Act as a subject‑matter expert in one or more product areas within Cambridge English’s portfolio, providing training and coaching to others.
* 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.
* Recognize patterns of contact affecting multiple customers, coordinate the support response and liaise between stakeholders, ensuring that communications (internal and customer‑facing) are managed.
Qualifications
* Experience as a senior member of staff within a Customer Services department and a willingness to go the extra mile to ensure customers receive the best service.
* Outstanding communication skills, both written and verbal, with 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.
* Advanced IT skills and the ability to provide customers with effective support in the use of software and web‑based applications.
* Experience producing training materials and web‑based knowledge‑base content and customer‑facing help documentation.
* Ability to apply critical thinking skills to tackle complex situations, pre‑empt problems, and drive solutions.
* Fluency in Spanish is highly desirable; a proficiency at level C1 or above would be advantageous.
Benefits
* Group personal pension scheme
* Discretionary annual bonus
* Life assurance up to 4× annual salary
* Private medical and permanent health insurance
* Green travel schemes
* 28 days annual leave plus bank holidays
Equal Opportunity Statement
Cambridge University Press & Assessment is committed to an equitable recruitment process. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
Closing Date
Closing date for all applications is 25th May.
About the Company
We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation, proud part of the University of Cambridge.
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