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- Tasks: Provide world-class customer support via email, phone, and social media.
- Company: Join Cambridge University Press & Assessment, a leading academic publisher and part of the University of Cambridge.
- Benefits: Enjoy 28 days annual leave, private medical insurance, and flexible working options.
- Why this job: Be part of a collaborative team making a global impact in education.
- Qualifications: Excellent communication skills and experience in customer service are essential.
- Other info: Hybrid work model with a minimum of 2 days in the office per week.
The predicted salary is between 19300 - 20750 £ per year.
Annual Salary: £23,300 - £27,650
Location: Cambridge, Hybrid (Min. 2 Days Per Week)
Contract: Fixed Term (12 Month), Full time 35 hours per week
Are you passionate about making a positive first impression and providing world-class customer support to people all over the world? If so, we want to hear from you!
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
As a Customer Service Advisor (also known as Helpdesk Analyst) you will provide first-line customer support to Cambridge English exam centres, candidates and teachers based all over the world. For many customers, speaking to a Customer Service Advisor is their first experience of the organisation, so we need great people who can make an excellent first impression.
About the role
In this role, 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.
As a hybrid organisation, we expect a minimum of 2 days in the office per week. The team normally convenes on a Tuesday which is a great opportunity to collaborate and maintain relationships. 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!
About you
Do you have excellent written and verbal communication skills, with a high-level of English language fluency? If you are empathetic and have a customer-focused approach, this is the role for you. You'll also need to be:
- Meticulous in your approach to fulfilling tasks.
- Able to effectively manage a workload of varying tasks all of which have immovable SLAs.
- Proactive and 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 busy at times, and you'll need to make sure the level of service you offer always remains excellent.
- Experienced in working in a customer-service environment/helpdesk.
- The ability to speak and write a second (non-English) language would also be helpful but is not essential.
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
We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.
Ready to pursue your potential? Apply now. We review applications and will conduct interviews on an ongoing basis, with a closing date for all applications being 27th June 2025. Interviews are scheduled to take place week commencing 14th July 2025.
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 sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill 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 it's 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.
Customer Service Advisor - 6088 employer: Cambridge University Press
Contact Detail:
Cambridge University Press Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - 6088
✨Tip Number 1
Familiarise yourself with Cambridge University Press & Assessment's mission and values. Understanding their commitment to customer service and education will help you align your responses during interviews, showcasing your enthusiasm for the role.
✨Tip Number 2
Practice your communication skills, especially in handling customer queries. Role-playing different scenarios can prepare you for the variety of questions you might face, ensuring you can demonstrate your problem-solving abilities effectively.
✨Tip Number 3
Research common customer service challenges in the education sector. Being knowledgeable about potential issues and how to address them will show your proactive approach and readiness to contribute to continuous improvement projects.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, helping you tailor your approach during the application process.
We think you need these skills to ace Customer Service Advisor - 6088
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise any roles where you've provided support, managed queries, or worked in a fast-paced environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've made a positive impact in previous roles and how you can contribute to Cambridge University Press & Assessment.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you demonstrate your written and verbal skills in your application. Use clear, concise language and check for any grammatical errors.
Showcase Problem-Solving Abilities: In your application, provide examples of how you've approached challenges in customer service. Highlight your proactive and creative problem-solving skills, as these are essential for the role.
How to prepare for a job interview at Cambridge University Press
✨Showcase Your Communication Skills
As a Customer Service Advisor, excellent communication is key. Be prepared to demonstrate your verbal and written skills during the interview. Practice answering common customer service scenarios clearly and concisely.
✨Emphasise Your Empathy
This role requires a customer-focused approach. Share examples from your past experiences where you successfully resolved customer issues by understanding their needs and showing empathy. This will highlight your suitability for the position.
✨Demonstrate Problem-Solving Abilities
The job involves dealing with various queries and potential challenges. Prepare to discuss specific instances where you proactively found solutions to unexpected problems. This will show your ability to think on your feet and handle pressure.
✨Familiarise Yourself with the Company
Research Cambridge University Press & Assessment and understand their mission and values. Being knowledgeable about the company will not only impress the interviewers but also help you align your answers with their goals.
