Job Title: Customer Support Specialist
Salary: £29,700 - £38,550
Location: Cambridge, UK – Hybrid (at least 2 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.
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 personalised support, using your expert knowledge of our products and systems. With a strong service mindset and a proactive approach, you will navigate complexity, overcome internal barriers and ensure the right outcomes for our customers.
About The Role
You will personally handle support queries from our largest customers via a number of channels, working closely with colleagues from across the wider business and regional teams to provide a rapid and personalised service. You will need to overcome barriers to achieve the best resolution for the customer while maintaining the integrity of our examinations.
Responsibilities
* Provide personalised, 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 members of the team.
* Act as a subject‑matter expert in one or more product areas within Cambridge English's portfolio, and provide training and coaching to colleagues to improve knowledge and skills.
* 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, highlight customer pain points and seek resolution to common or repeat issues.
* Recognise patterns of contact affecting multiple customers; coordinate the support response and liaise between stakeholders, ensuring that communications (internal and customer‑facing) are managed.
The position is a hybrid role, requiring the selected candidate to spend 40‑60% of their time collaborating and connecting face‑to‑face at their dedicated location. Flexible working arrangements will be considered from the first day of employment, including adjustments for disability or long‑term health conditions.
About You
You will be an experienced customer support professional with a track record of outstanding service delivery to a variety of customer types. You will have an enthusiastic and proactive mindset and understand the value that great service brings to an organisation.
Qualifications & Skills
* Fluency in Spanish is highly desirable; a C1 level or above is advantageous.
* Experience as a senior member of staff within a Customer Services department, with a willingness to go the 'extra mile' to ensure customers receive the best service.
* Outstanding communication skills, both written and verbal, and ability to liaise with internal and external customers at all levels.
* Excellent prioritisation and organisational skills, and ability to manage a range of complex tasks and responsibilities effectively.
* Advanced IT skills, and 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.
Rewards And 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 Employment Opportunity
We are a Disability Confident (DC) employer 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, disclose a disability or 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.
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. 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.
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