Job Title:
Customer Resolution Officer
Salary:
£29,700-£38,550
Location:
The Triangle, Cambridge, UK - Hybrid (
at least 2-3 days per week in the office)
Contract:
Permanent
Hours:
Full time
(35 hours per week)
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
Become part of a team that shapes positive change for customers around the world. In this role, you'll help solve complex challenges while developing your expertise in a supportive environment that believes in
Pursuing Potential
.
About The Role
As a Customer Resolution Officer, you'll play a key role in strengthening our global customer experience by resolving complex queries, managing high‑impact cases, and ensuring clear, accurate communication across multiple channels.
You'll help drive continuous improvement by identifying insights, supporting key processes such as complaints, escalations, FOI and DSAR requests, and collaborating with teams across the organisation to enhance how we operate. This is your chance to make a meaningful impact in a fast‑paced, purpose‑driven environment—supporting our mission to help learners worldwide pursue their potential.
Additional responsibilities and accountabilities include:
* Managing and resolving complaints and escalations in a timely, compliant, and well documented manner to support customer satisfaction.
* Handling high volumes of information and cases with accuracy, consistency, and strong attention to detail.
* Delivering clear, professional, and customer ready communication across multiple channels to ensure customers receive accurate and accessible information.
* Collaborating effectively with teams across Cambridge International and the wider Group to support projects, share best practice, and strengthen cross-team working.
* Provide training and knowledge sharing on core areas such as complaint handling, DSAR processes, and risk related activities.
* Act as the voice of the customer by identifying trends, themes, and experience insights that inform continuous improvement.
* Taking ownership of non-BAU tasks, exceptions, and unique cases, demonstrating agility and initiative.
This position has been classified as a hybrid role, requiring the selected candidate to spend a minimum of 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
As a Customer Resolution Officer, you will be curious and proactive, balancing independence with teamwork while bringing energy, care for people, and a calm approach under pressure. You'll be motivated to make a real difference for customers and colleagues, communicating clearly, offering helpful guidance, and supporting shared goals.
You'll also be confident juggling tasks, shifting priorities, and leading projects with good judgement, you learn systems quickly and enjoy problem‑solving. Analytical and IT‑confident, you're open to developing reporting and presenting skills. Resilient, positive, and driven to improve the customer experience, you're keen to take on more responsibility as the role grows and bring the right attitude supported by varied experience.
To be successful in this role, you will have:
* Knowledge of customer products, customer types, and complaints/escalation processes
* Familiarity with multiple systems, including CRM platforms
* Understanding of FOI and DSAR responsibilities under UK GDPR, with awareness of commercial, reputational, people, and legal risks
* Exceptional written and verbal communication skills
* High IT proficiency, including advanced MS Office use
* Strong customer service and relationship management experience
* Accuracy, attention to detail, and logical problem‑solving skills
* Ability to negotiate and influence to secure positive customer outcomes
* Strong organisation, prioritisation, and planning skills under pressure
* Experience with multiple complex processes, systems, and customer data
* Experience identifying and implementing process improvements
* Ability to support customer experience projects and ad hoc tasks
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
desirable criteria
:
* Experience of writing and drafting complaint and complex responses
* Experience working with international customers and large stakeholders
* Familiarity with Cambridge International systems and products
* Experience of providing training to internal teams
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 Interview
commitment 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.
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.
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
27 February 2026
.
We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from the week commencing
9 March 2026
.
If you are shortlisted and progressed through the stages, you can expect:
* A 15-minute screening call with the Hiring Manager.
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.