Senior Customer Support Manager

Senior Customer Support Manager

Salary: £43,800 - £58,500

Location: Cambridge, Hybrid ( 2-3 days per week in the office)

Contract: Permanent, Full Time 35 Hours Per Week

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.

In this varied role your responsibilities will include:

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 30 th 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 & 15 th 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. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

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.