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Client:
Cambridge University Press
Location:
Cambridge, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
093f48c9d985
Job Views:
6
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Location: Cambridge, UK/Hybrid ( days per week in the office)
Contract: Permanent, Full time – hours per week
We have an excitingopportunity tobuild a career in customer service with a leading educational organisation, supporting exam centres and candidates globally as a Centre Development Manager.
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 Centre Development Manager, you will play a key role in supporting Cambridge English exam delivery by providing high-level support across a range of products.
You will ensure our global network of centres is kept up to date with operational and compliance changes through effective communication and training. You will also respond to escalated issues, including complaints and appeals, helping to maintain high standards and customer satisfaction.
This is a chance to influence how we deliver our tests, working closely with internal and external stakeholders to implement new systems and processes. You will act as a Key Account Manager for high-stakes customers, tailoring support to local market needs, and driving continuous improvement in service delivery and customer experience.
Key Responsibilities:
* Manage operational communications to centres, including newsletters and ad-hoc communications requests.
* Provide expert support for Key Account Management and collaborate across teams to align service and reporting.
* Manage relationships with high-stakes customers, delivering personalised support and training.
* Plan and deliver training for centres and Exam Day Staff via webinars, self-service tools, and face-to-face sessions.
* Handle escalated enquiries and ensure service recovery plans are in place for major incidents.
* Monitor and resolve centre compliance issues, contributing to root cause analysis and process improvements.
About you
We are looking for someone who has proven experience in a customer support role, ideally within a Customer Service or Service Desk environment.
You will be confident using Microsoft Office products and open to learning new systems and tools. Strong communication skills are essential, particularly in writing clear and professional messages, and you should be comfortable working under pressure to meet tight deadlines.
You will have experience designing and delivering training and be adept at handling complaints with empathy and professionalism. While not essential, experience in key account management and familiarity with Cambridge English's product range would be advantageous.
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:
* days annual leave plus bank holidays
* Private medical and Permanent Health Insurance
* Discretionary annual bonus
* Life assurance up to x annual salary
We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.
Ready to pursue potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being August. Interviews are scheduled to take place on and September .
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
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 website for guidance to understand your own eligibility based on the role you are applying for.
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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.
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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