Customer Services Key Account Manager

Job Title:

Customer Services Key Account Manager

Salary: £27,900 - £38,550

Location:

Cambridge/Hybrid (expectation of min. 2 days in the officer per week)

Contract:

Fixed Term until early August 2027

Hours:

Full Time (35 hours per week)

A chance to develop a career within the customer service department of a leader in the educational sector, actively making a difference to our learners around the world.

This is an exciting opportunity for a Key Account Manager to join a passionate Customer Service team providing a concierge level of service for our customers and become a significant factor in generating customer advocacy.

As a Customer Service Key Account Manager, you will take the lead in managing some of our most high-profile and strategically important customer accounts. You'll act as their primary point of contact, anticipating demand, coordinating internal teams, and ensuring that every interaction is seamless and effective.

You will monitor and respond to customer requests proactively, taking ownership to resolve issues quickly and professionally. Regular account reviews - both internally and with customers - will help you identify opportunities, plan ahead, and address challenges before they elevate.

A major part of your role will involve analysing data, understanding customer and product life cycles, investigating transactional issues, and using insight to recommend and implement service improvements. You'll thrive in a fast‑paced environment, enjoy solving complex problems, and be motivated by delivering outstanding customer service.

You will be part of a collaborative team that prides itself on delivering excellence and building long‑term customer trust.

Additional responsibilities and accountabilities include:

• Delivering a personalised, concierge‑level service for key and high‑value accounts
• Ensuring products and services are delivered accurately, on time, and to agreed standards
• Investigating and resolving customer queries, identifying root causes and driving permanent solutions
• Providing clear, timely communication to customers and stakeholders at all levels
• Leading account meetings, reporting on key metrics, and representing the customer voice across the organisation
• Building strong working relationships with sales, supply chain, credit, digital and technical teams
• Monitoring and guiding larger, more complex customer accounts through major releases, changes or upgrades
• Identifying opportunities to improve processes, reduce customer effort and enhance satisfaction
• Managing multiple complex investigations simultaneously and keeping stakeholders updated

Supporting continuous improvement by recommending and implementing operational changes

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face‑to‑face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long‑term health condition.

You will have previous customer service experience or experience in a similar customer‑facing role, with a genuine passion for understanding customer needs and providing effective solutions. You enjoy building strong relationships with a wide range of contacts and can communicate confidently and professionally with people at all levels.

You are an excellent communicator with strong interpersonal skills, enabling you to deliver a positive customer experience while handling a variety of enquiries and challenges. A natural problem‑solver, you take a proactive approach to identifying issues and finding practical solutions.

Highly organised and able to manage competing priorities, you thrive in a fast‑paced environment where multitasking and meeting tight deadlines are part of everyday life. You can work effectively both as part of a team and independently, using your initiative to deliver high‑quality outcomes.

You will also be confident using Microsoft Office applications and comfortable adapting to new systems and processes. Above…