Customer Support Advisor

Job Title:

Customer Support Advisor

Salary: £24,900 - £28,650

Location:

Coventry, UK/Hybrid

Contract:

Permanent, Full-time – 35 hours per week

We are looking for a Customer Service Advisor to join our dedicated team at Cambridge OCR, where you will play a vital role in supporting educators and learners by delivering exceptional support.

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

Cambridge OCR is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part‑time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.

You will join a team that is known for consistently delivering outstanding customer service; going the extra mile to ensure that customers always receive the best level of service and support, whether via a phone call or email.

Some of the key accountabilities will include:

• Responding to and resolving queries ranging from teaching an OCR qualification through to exam and results.
• Working effectively across a variety of communication channels to resolve queries at first point of contact.
• Accurately capturing and recording information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts.

• Work collaboratively with colleagues within different support functions to solve customer queries quickly and efficiently.

You will be an excellent team player who has experience of working in a busy contact centre/support centre environment. You will have a flexible approach and attitude and be calm and confident when dealing with customers.

You will be used to working to tight deadlines, able to multitask and enjoy collaborating with others and sharing knowledge.

The enquiries you will handle are varied and often complex. You will have the opportunity to learn and stay up to date with all our products and systems, with support available every step of the way. We value curiosity and collaboration, so while retaining knowledge is important, you'll be encouraged to seek guidance and share ideas with senior advisors whenever needed.

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.

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 21st January 2026. Short pre‑screening calls will take place whilst the advert is live, and interviews are scheduled to take place on 29th January 2026 in person at our Coventry office.

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 unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements.

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…