We have an exciting opportunity to build a career in customer service with a leading educational organisation, supporting exam centres and candidates globally as a Centre Development Manager.
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.
Responsibilities include:
1. Manage operational communications to centres, including newsletters and ad-hoc requests.
2. Provide expert support for Key Account Management and collaborate across teams to align service and reporting.
3. Manage relationships with high-stakes customers, delivering personalised support and training.
4. Plan and deliver training for centres and Exam Day Staff via webinars, self-service tools, and face-to-face sessions.
5. Handle escalated enquiries and ensure service recovery plans are in place for major incidents.
6. Monitor and resolve centre compliance issues, contributing to root cause analysis and process improvements.
We are looking for someone with proven experience in a customer support role, ideally within a Customer Service or Service Desk environment. Confidence in using Microsoft Office products and willingness to learn new systems and tools are essential.
Strong communication skills are necessary, particularly in writing clear and professional messages. The ability to work under pressure to meet tight deadlines, design and deliver training, and handle complaints with empathy and professionalism are key qualities.
Experience in key account management and familiarity with Cambridge English's product range would be advantageous but are not essential.
About Cambridge University Press & Assessment
We are a world-leading academic publisher and assessment organisation, part of the University of Cambridge. We are committed to diversity and inclusion, welcoming applications from all backgrounds and communities.
Benefits
* 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
Flexible and hybrid working options are available from day one, with support for various work arrangements and adjustments due to disability.
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