Customer Support Advisor

Job Title: Customer Support Advisor (x2 Positions)

Salary: £23,300 - £27,650 per annum 

Location: Coventry & Hybrid 

Contract: Permanent, Full time (35 hours per week) 

If you excel in providing excellent customer service, possess strong communication skills, and thrive in fast-paced environments, 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.  

About the Role  

You will join a fast-paced, busy, non-scripted customer support centre. We are a team known for consistently delivering outstanding customer service. We go above and beyond to ensure our customers always get the best support, whether it's through a phone call or an email. 

At OCR (Oxford Cambridge and Royal Society of Arts Examinations), we are not just any exam board. We are leading the way in providing qualifications that engage learners of all ages and abilities, whether they are in school, college, the workplace, or part-time learning programs. Our qualifications set learners up for success, helping them reach their full potential. 

In this fast-paced role you will be covering a variety of tasks including: 

• Managing a variety of queries from our customers, spanning from guiding individuals through an OCR qualification to addressing exam-related inquiries and result concerns, utilising various communication channels. 
• Ensuring meticulous documentation of every customer interaction within our CRM system for seamless tracking and follow-up 
• Working closely with colleagues from different support functions to quickly and effectively resolve customer issues. 
• Be the go-to expert on our products and systems, always ready to lend a hand. 

About You 

You will feel confident working both independently and as part of a team, demonstrating exceptional organisational skills and a keen eye for detail. Ideally you will have experience working in a non-scripted customer support centre and have knowledge of CRM or similar Customer Contact logging systems. 

To be successful in this role you will also need to: 

• Communicate confidently with customers through phone and email channels, ensuring exceptional service delivery.   
• Stay calm and composed when dealing with customers, showing empathy and understanding at all times. 
• Thrive in a fast-paced environment, meeting deadlines through collaborative efforts, and swiftly adapting to new information to address customer needs. 

Perhaps you are currently employed in a customer-facing position like a Call Centre Agent, Customer Support Specialist, or Technical Support Representative. Alternatively, you could be working as a Client Services Coordinator, Receptionist, or Sales Support Associate. Another possibility is that you hold a role such as an Education Advisor, Training Coordinator, or Guest Services Representative. 

If this sounds like you, don't hesitate to apply! We are excited to welcome you to our team. 

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 on an ongoing basis, with a closing date for all applications being 16th January 2025. Interviews will take place in December and January on an ongoing basis and we reserve the right to close this advert early.   

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 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.