Customer Support Advisor (3022)

Salary: £20,900 – £24,800

Location: Gateshead

Contract: Permanent

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

Our Customer Services Team are passionate about giving a great service to all our customers. No two days are ever the same and we work hard to give first line support to exams officers, teachers, parents and learners. We are passionate about giving an outstanding level of service across a range of channels which include telephone, email and webchat.

If you are innovative, outgoing, a great team player and looking for a new and exciting challenge, this could be the role for you.

About the role

• Answering and accurately recording enquiries from schools, parents and learners via email, telephone and webchat.
• Meeting agreed performance targets for both qualitative and quantitative objectives.
• Updating customer details and other administrative tasks
• Collaborating with colleagues at all levels across the organisation to ensure we are giving our customers a high quality service.
• Gaining specialist knowledge and assisting with training and supporting new colleagues.
• Work closely with our Manila team in the Philippines to support our customers and colleagues
• Take an active role in team meetings and contribute ideas that may enable Cambridge CEM to provide an improved service to our customers

About you

The applicant should show the following skills and attributes:

• Confidence with customer data / GDPR
• IT literate (proficient in the use of MS Office particularly Word, Outlook & Excel)
• Accuracy and attention to detail
• Ability to manage workload in pressured situations
• Excellent communication skills – written and verbal
• Collaborate with colleagues to ensure the best customer journey
• Work efficiently to meet deadlines

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 your potential? Apply now.

We review applications on an ongoing basis, with a closing date for all applications being 19th February 2023 and interviews are scheduled to take place on w/c 27th Febraury 2023.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

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.

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