Job Title: Customer Support Assistant Manager
Salary: £28,800 - £37,425
Location: Cambridge, Hybrid (2-3 days per week in Cambridge)
Contract: Permanent, Full time 35 hours per week
The job holder has a key role in managing the provision of support to all of Cambridge International customers, including centres, agents, candidates, teachers, and the public. Support is provided for our exams, portfolio of evidence, awards and supporting products.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About the role
As a Customer Support Assistant Manager, you will:
* Lead and support a dynamic customer service team to deliver exceptional experiences.
* Manage daily operations, monitor performance metrics, and implement service improvement strategies.
* Utilize strong leadership and problem-solving skills to ensure customer satisfaction.
* Collaborate with cross-functional teams for timely and effective issue resolution.
* Contribute to the continuous improvement of support processes and team capabilities.
About You
You are a proactive and empathetic leader who:
* Has a passion for delivering outstanding customer experiences.
* Possesses strong communication and problem-solving skills.
* Thrives in fast-paced environments and embraces challenges.
* Takes a hands-on approach to supporting and empowering your team.
* Continuously seeks innovative ways to improve service quality.
If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.
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.
Ready to pursue your potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being Wednesday, 25th June with interviews scheduled to take place week commencing Monday, 7th July.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill 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 it's 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.
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