Customer Support Advisor

Job Title:

Customer Support Advisor

Salary: £24,900 - £28,650

Location:

Coventry, Hybrid

Contract:

Permanent

Hours:

Full time (shift rotation 8am-4pm and 9am-5pm)

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

As part of our Customer Support Team, you'll enjoy:

• Meaningful work – Help customers navigate important examination and assessment services that support education and student success.
• Professional development – Gain valuable customer service, communication, and problem-solving skills, with opportunities for ongoing training and career progression.
• Supportive team environment – Work alongside friendly, knowledgeable colleagues who value collaboration and teamwork.
• Varied and engaging role – Every day brings new challenges and opportunities to assist customers through phone, email, and digital channels.
• Make an impact – Your support helps ensure customers receive accurate information and excellent service during key points in the academic year.
• Inclusive workplace culture – Be part of an organisation that values diversity, respect, and continuous improvement.

You will be part of 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 be, but not limited to:

• 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.

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 be a great team player with experience of working in a busy contact centre or customer support environment. You will have a flexible and positive approach, remaining calm and confident when dealing with customers and managing a varied workload.

You will be comfortable multitasking across multiple channels, including handling telephone calls, responding to emails, processing updates, and managing customer enquiries simultaneously, while maintaining a high level of accuracy and customer service.

You will be used to working to tight deadlines and enjoy collaborating with colleagues, sharing knowledge, and supporting team success. The enquiries received are varied and often complex, requiring strong problem-solving skills and attention to detail.

You will be responsible for learning and keeping up to date with our products, services, and systems. You will have the ability to retain and apply knowledge effectively and be confident in seeking support and guidance from senior advisors when required.

For a detailed job description, please refer to the link at the bottom of the advert on our careers site.

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.

Please note, Cambridge University…