Careers Customer Resolution Officer

As a Customer Resolution Officer, you'll play a key role in strengthening our global customer experience by resolving complex queries, managing high-impact cases, and ensuring clear, accurate communication across multiple channels. You'll help drive continuous improvement by identifying insights, supporting key processes such as complaints, escalations, FOI and DSAR requests, and collaborating with teams across the organisation to enhance how we operate.

This is your chance to make a meaningful impact in a fast-paced, purpose-driven environment-supporting our mission to help learners worldwide pursue their potential. Additional responsibilities and accountabilities include:

• Managing and resolving complaints and escalations in a timely, compliant, and well documented manner to support customer satisfaction.
• Handling high volumes of information and cases with accuracy, consistency, and strong attention to detail.
• Delivering clear, professional, and customer ready communication across multiple channels to ensure customers receive accurate and accessible information.
• Collaborating effectively with teams across Cambridge International and the wider Group to support projects, share best practice, and strengthen cross-team working.
• Provide training and knowledge sharing on core areas such as complaint handling, DSAR processes, and risk related activities.
• Act as the voice of the customer by identifying trends, themes, and experience insights that inform continuous improvement.
• Taking ownership of non‑BAU tasks, exceptions, and unique cases, demonstrating agility and initiative.

This position has been classified as a hybrid role, requiring the selected candidate to spend a minimum of 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.

As a Customer Resolution Officer, you will be curious and proactive, balancing independence with teamwork while bringing energy, care for people, and a calm approach under pressure. You'll be motivated to make a real difference for customers and colleagues, communicating clearly, offering helpful guidance, and supporting shared goals. You'll also be confident juggling tasks, shifting priorities, and leading projects with good judgement, you learn systems quickly and enjoy problem‑solving.

Analytical and IT‑confident, you're open to developing reporting and presenting skills. Resilient, positive, and driven to improve the customer experience, you're keen to take on more responsibility as the role grows and bring the right attitude supported by varied experience.

• Knowledge of customer products, customer types, and complaints/escalation processes
• Familiarity with multiple systems, including CRM platforms
• Understanding of FOI and DSAR responsibilities under UK GDPR, with awareness of commercial, reputational, people, and legal risks
• Exceptional written and verbal communication skills
• High IT proficiency, including advanced MS Office use
• Strong customer service and relationship management experience
• Accuracy, attention to detail, and logical problem‑solving skills
• Ability to negotiate and influence to secure positive customer outcomes
• Strong organisation, prioritisation, and planning skills under pressure
• Experience with multiple complex processes, systems, and customer data
• Experience identifying and implementing process improvements
• Ability to support customer experience projects and ad‑hoc tasks

• Experience of writing and drafting complaint and complex responses
• Experience working with international customers and large stakeholders
• Familiarity with Cambridge International systems and products
• Experience of providing training to internal teams

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

Become part of a team that shapes positive change for customers around the…