AddressSalary: £22,200 - £26,400
Location: Cambridge, UK Hybrid (2 days per week working from the office are expected)
Contract: 1 Year Fixed Term Contract
Customer Service Advisors (also known as Helpdesk Analysts) offer first-line customer support to Cambridge English exam centres, candidates and teachers based all over the world.
For many customers, speaking to a Helpdesk Analyst is their first experience of the organisation, so we need great people who are able to make an excellent first-impression.
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
In the role of Customer Service Advisor, you will be responsible for providing world-class customer support to customers all over the world, by responding to customer queries via email, phone, webchat and social media.
You will be answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, as well as participating in continuous improvement projects to enable us to provide an outstanding level of Customer Service.
You will be investigating and interrogating in-house systems, providing first-line technical support to customers using our websites and liaising with teams across the organisation to ensure requests are fulfilled, strictly adhering to fixed SLAs.
If you're enthusiastic, friendly, passionate about Customer Service and wish to be part of a team where potential inspires progress, we want to hear from you! If you don't want to miss out, please take a look at the job description attached at the end of the advert.
About you
Do you have excellent written and verbal communication skills, with a high-level of English? If you are empathetic and have a customer-focused approach, this is the role for you.
As a Customer Service Advisor, you'll also need to be:
- Meticulous in your approach to fulfilling tasks.
- Able to manage a workload of varying tasks all of which have immovable SLAs.
- Creative in your approach to problems; able to find solutions to problems that we may never have encountered before.
- Able to cope under pressure. Like many customer-service roles, it can get really busy at times, and you'll need to make sure the level of service you offer remains excellent at all times.
Experience working in a customer-service environment/helpdesk would be an advantage but finding someone with the right mind-set and skills is more important. The ability to speak and write a second (non-English) language would also be helpful but is not required.
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:
- Group personal pension scheme
- Discretionary annual bonus
- Life assurance up to 4 x annual salary
- Private medical and Permanent Health Insurance
- Green travel schemes
- 28 days annual leave plus bank holidays
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 Sunday 25th February 2024 and interviews are scheduled to take place the week commencing 4th March 2024
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 issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary 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 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.
