Job Title: Senior Customer Support Manager
Location: Cambridge, Cambridgeshire, United Kingdom (Hybrid: 2-3 days per week in the office)
Contract: Permanent, Full-Time (35 Hours Per Week)
Salary: £43,800 – £58,500
Closing Date: 30 April 2025
Skilled Worker Visa Sponsorship: Available
About Cambridge University Press & Assessment (CUPA)
Cambridge University Press & Assessment is a global leader in academic publishing and assessment, with a proud heritage as part of the University of Cambridge. Known for our commitment to excellence, we aim to empower learners and educators worldwide with world-class resources and examinations. We’re looking for a Senior Customer Support Manager to join our dedicated team, driving customer satisfaction for our Cambridge Assessment English examinations.
Role Overview: Senior Customer Support Manager
As the Senior Customer Support Manager at CUPA, you will play a crucial role in leading a high-performing customer support team dedicated to delivering exceptional service to candidates, examination centres, and organisations using Cambridge Assessment English examinations. Your leadership will directly shape the customer experience, focusing on continuous improvement, team development, and seamless support service delivery.
This role offers an exciting opportunity to make a tangible impact on a global scale while driving innovation in customer support practices.
Key Responsibilities
1. Leadership and Team Management
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Lead a dynamic customer support team, including managers and support professionals.
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Ensure 24/7 availability for Cambridge English examinations, managing workloads effectively.
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Foster a culture of continuous improvement, identifying areas for development, and driving innovation within the team.
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Support the personal and professional growth of team members by implementing training programs and development plans.
2. Service Delivery Management
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Utilize data analytics and performance metrics to monitor customer support quality and plan staffing resources effectively, especially during peak times.
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Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), striving for consistent high standards.
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Oversee and refine the self-help resources provided to customers, ensuring they remain relevant and effective.
3. Process Improvement and Strategy
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Work collaboratively with internal stakeholders and senior management to streamline customer support processes and improve service delivery.
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Contribute actively to the strategic direction of the customer support department.
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Identify and resolve recurring customer issues, leveraging data insights to implement corrective actions.
4. Global Collaboration
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Work with international teams in Mexico, the UK, and the Philippines, ensuring consistent support practices across global regions.
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Share best practices and knowledge across borders to strengthen the global customer support strategy.
About You
We are seeking an experienced and motivated Senior Customer Support Manager with a passion for delivering excellent service and leading high-performing teams. To be successful in this role, you will need the following:
Essential Qualifications and Skills:
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Proven experience leading customer service or technical support teams in a complex, high-demand environment.
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Strong knowledge of customer support methodologies, including SLAs, KPIs, and performance metrics.
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Experience with first-line and/or second-line support for customer-facing systems, particularly in a technical or educational environment.
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Familiarity with customer support platforms such as Zendesk and 8×8.
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Excellent written and verbal communication skills.
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A commitment to fostering a customer-centric culture within your team.
Desirable Experience:
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Experience working in a global or multi-location support environment.
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Knowledge of educational products or services, particularly in assessment or language learning.
Rewards and Benefits
At Cambridge University Press & Assessment, we offer an extensive rewards package designed to support your well-being and career growth:
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Competitive Salary: £43,800 – £58,500
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Annual Leave: 28 days of annual leave plus bank holidays.
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Healthcare: Private Medical, Dental, and Permanent Health Insurance.
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Bonus Scheme: Discretionary annual bonus.
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Pension: Group personal pension scheme with company contributions.
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Life Assurance: Up to 4x annual salary.
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Green Travel: Green travel schemes to encourage sustainable commuting.
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Hybrid Working: Flexibility to work from home for 40-60% of the week.
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Flexible Working Arrangements: Tailored to your needs, including adjustments for disability.
Why Join Us?
At Cambridge University Press & Assessment, we are committed to fostering an inclusive and collaborative work environment where employees are empowered to innovate and grow. We believe in the power of diversity and welcome applicants from all backgrounds and communities. By joining our team, you will have the opportunity to make a lasting impact in an organisation with a rich history of educational excellence and a commitment to advancing global learning.
How to Apply
If you’re ready to take on a leadership role in customer support and contribute to the success of a global organisation, we invite you to apply. We review applications on an ongoing basis, with a closing date for applications on 30 April 2025.
Application Process:
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Shortlisting: If shortlisted, you will be invited for a brief pre-screening call.
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Interview: Successful candidates will be invited to interviews scheduled for 14-15 May 2025.
Apply Here
Please note that all successful applicants will undergo satisfactory background checks, including a DBS check, due to the regulated nature of our industry.
Diversity and Inclusion
Cambridge University Press & Assessment is proud to be an equal opportunities employer. We value diversity in our workforce and encourage applications from people of all backgrounds. We are committed to creating a culture where everyone feels safe, valued, and supported in their professional journey.
Closing Thoughts
Joining Cambridge University Press & Assessment is more than just a job; it’s an opportunity to make a meaningful difference in the world of education. If you’re an experienced leader with a passion for customer support, process improvement, and global collaboration, we would love to hear from you. Apply now to embark on a rewarding career with one of the world’s leading academic publishers.
Apply Now and take the next step in your career journey with Cambridge University Press & Assessment.