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- Tasks: Lead a dynamic customer support team, ensuring top-notch service for Cambridge English exams.
- Company: Join Cambridge University Press & Assessment, a leading academic publisher and part of the University of Cambridge.
- Benefits: Enjoy flexible working, 28 days leave, private health insurance, and a discretionary bonus.
- Why this job: Make a real impact on customer satisfaction while fostering a culture of innovation and growth.
- Qualifications: Proven leadership in customer service, strong communication skills, and familiarity with support metrics required.
- Other info: Hybrid work model with opportunities for flexible arrangements and a commitment to diversity.
The predicted salary is between 36800 - 46800 £ per year.
Are you ready to lead a dynamic team and make a tangible impact on customer satisfaction? Join us at Cambridge University Press & Assessment (CUPA), a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. We are seeking to bring onboard an experienced Customer Support Manager to lead our team in providing exemplary support to customers using Cambridge Assessment English examinations.
In this crucial role, you'll steer a skilled team of support professionals dedicated to delivering outstanding customer service worldwide.
About the Role
The Customer Support team provides a crucial service to a range of customers, including candidates preparing for exams, examination centres conducting assessments, and organisations that recognise our qualifications. As the leader of the technical support team, your role is to ensure customer queries are resolved both quickly and effectively, consistently meeting our high standards for customer satisfaction. In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. Therefore, strong problem-solving skills, a knack for process improvement, and the ability to liaise effectively with other departments are all essential in this position. You'll also become a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonise practices, share knowledge, and jointly contribute to our global strategy for customer support.
Responsibilities
- Leading a team of customer support staff at various levels, including other managers, providing 24/7 support for Cambridge English examinations.
- Utilising data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
- Instilling a culture of ongoing improvement and innovation within your team.
- Overseeing our self-help resources, continuously enhancing them to facilitate customer self-service.
- Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
- Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team.
About You
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You will identify and grow talent within your team, fostering an environment where colleagues feel engaged, motivated, and see clear pathways for their development. You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards. Experience in first-line and/or second-line support for customer-facing systems would be advantageous. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems like Zendesk and 8x8. You will have an unwavering commitment to customer satisfaction and through your leadership style be able to inspire the same dedication within your team.
If this role sounds of interest to you, we would welcome your application!
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, Dental 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.
At Cambridge University Press & Assessment we foster a culture of innovation, collaboration, and continuous growth. Join our team to make a lasting impact and drive our digital transformation initiative forward. We review applications on an ongoing basis, with a closing date for all applications being 30th April 2025. If you are initially shortlisted, you will be invited to participate in a short pre-screening call. If you are shortlisted further, interviews are scheduled to take place on 14 & 15th May 2025.
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.
Why Join Us?
Joining us is your opportunity to pursue potential. You will 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.
Senior Customer Support Manager employer: CAMBRIDGE UNIVERSITY PRESS & ASSESSMENT
Contact Detail:
CAMBRIDGE UNIVERSITY PRESS & ASSESSMENT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Manager
✨Tip Number 1
Familiarise yourself with Cambridge Assessment English examinations and their customer support processes. Understanding the specific challenges and needs of customers in this context will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former employees of Cambridge University Press & Assessment. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage to tailor your approach.
✨Tip Number 3
Prepare examples of how you've successfully led customer support teams in the past. Highlight specific metrics or improvements you've achieved, as this will showcase your ability to drive results in a similar role.
✨Tip Number 4
Stay updated on the latest trends in customer support technology and methodologies. Being knowledgeable about tools like Zendesk and performance metrics will position you as a forward-thinking candidate who can contribute to the team's success.
We think you need these skills to ace Senior Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support management. Focus on your leadership skills, problem-solving abilities, and any metrics you've achieved in previous roles that demonstrate your capability to enhance customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role's responsibilities. Use specific examples from your past experiences to illustrate how you have successfully led teams and improved customer support processes.
Highlight Relevant Skills: Emphasise your familiarity with customer support methodologies, SLAs, and KPIs. Mention any experience with customer support management systems like Zendesk and 8x8, as these are crucial for the role.
Showcase Your Leadership Style: Describe your approach to team management and development in your application. Highlight how you foster an engaging environment and how you have previously motivated teams to achieve high standards in customer service.
How to prepare for a job interview at CAMBRIDGE UNIVERSITY PRESS & ASSESSMENT
✨Showcase Your Leadership Skills
As a Senior Customer Support Manager, you'll need to demonstrate your ability to lead and energise a team. Prepare specific examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster engagement and motivation.
✨Understand Customer Support Metrics
Familiarity with SLAs and KPIs is crucial for this role. Be ready to discuss how you've used these metrics in previous positions to improve customer satisfaction and service delivery. Highlight any data-driven decisions you've made that led to positive outcomes.
✨Emphasise Problem-Solving Abilities
The role requires strong problem-solving skills. Prepare to share examples of challenges you've faced in customer support and how you resolved them. Focus on your approach to identifying areas for improvement and implementing effective solutions.
✨Demonstrate Communication Skills
Excellent written and verbal communication skills are essential. During the interview, practice articulating your thoughts clearly and concisely. You might also want to prepare a brief overview of how you've effectively communicated with both customers and internal stakeholders in the past.
