Customer Services Global Trainer

Job Title:

Customer Service Global Trainer x2

Salary: £35,200 - £45,700 per annum

Location:

Cambridge, UK – Hybrid

Contract:

Permanent

Hours:

Full time, 35 hours per week

If you're energised by helping people grow, passionate about customer excellence, and excited by the challenge of supporting teams across multiple regions, this role offers you the opportunity to make a meaningful global impact.

We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Join us in elevating the capability of our global Customer Service community and shaping learning experiences that truly make a difference.

As our Global Trainer, you will play a key role in ensuring colleagues across the world are equipped with the skills, tools, and confidence to deliver an outstanding customer experience.

You’ll design and deliver high‑quality training programmes, support global systems rollouts, and act as a vital voice of the customer in shaping service improvements. This role has a broad reach, supporting more than 340 Customer Service professionals across regions including the UK, Iberia, the US, Mexico, Asia, the Philippines, and Australia.

We have two opportunities, and each one has a specific focus. Please outline in your application which position interest you.

• This role focuses on building leadership capability across global teams, with a strong emphasis on people development, coaching, communication, and cultural alignment. You will design and enhance onboarding and development programmes, support managers in strengthening coaching skills, and contribute to engagement and recognition initiatives. You will support individuals on personal growth and career pathways using structured development frameworks.

• In this role, you will specialise in elevating frontline customer experience through behavioural coaching and skill‑building, in areas such as empathy, active listening, rapport, and effective problem resolution. You will support continuous improvement by teaching workflow and process‑mapping techniques and deliver training using process optimisation methodologies. You will also enable teams to adopt AI‑enhanced workflows and digital tools to improve efficiency and service quality.

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 bring strong expertise in designing engaging learning experiences using adult learning principles, with the ability to create effective blended programmes across e‑learning, virtual, and in‑person formats. You're confident adapting content for different cultural and language contexts and skilled in facilitating both live and virtual sessions, managing group dynamics, and encouraging meaningful participation. Your content development skills are supported by proficiency in using tools such as Articulate and Rise, along with the ability to produce clear, visually appealing materials that incorporate multimedia elements.

You communicate effectively across time zones and cultures, tailoring messages for global audiences, and you're comfortable working with LMS and LXP platforms, using analytics to understand training impact and exploring emerging learning technologies. Alongside this, you excel at managing multiple projects, collaborating with stakeholders, and organising your work to deliver high‑quality learning solutions at pace.

If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:

• Strong understanding of people…