Senior Customer Support Advisor

Job Title: Senior Customer Support Advisor

Salary: £25,200 - £31,800

Location: Cambridge, UK - Hybrid (at least 2 days per week in office is required)

Contract: Permanent, Full-time, 35 Hrs per week

Are you ready to lead customer support and solve complex challenges?

Join Cambridge University Press & Assessment as a Senior Customer Support Advisor, where you will be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide.

About The Role

As a Senior Customer Support Advisor, you will be accountable for investigating and resolving the most complex enquiries, ensuring they are prioritised and addressed in an effective manner. You will analyse trends and propose process enhancements to improve the customer experience. Additionally, you will troubleshoot technical issues related to portals and applications used by Cambridge English customers.

Additionally, you will:

• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
• Act as a subject matter expert, representing the customer support team in cross-departmental meetings.
• Ensure accurate documentation for systems, processes, and customer support operations.

About You

We are looking for a strong communicator with a passion for customer service and a wealth of experience from customer support and helpdesk environments. You must be confident in your abilities to provide first-line technical assistance to a broad customer base. Previous experience of creating clear, user-friendly documentation and training materials is key. Excellent verbal and written communication skills is vital in this role, and you bring a proven capacity to effectively explain complex processes in simple terms – making you a point of reference for colleagues seeking guidance and clarity.

Fluency in Spanish is highly desirable for this role. A proficiency at level of C1 or above would therefore be advantageous.

Additionally, you will demonstrate:

• The ability to manage competing priorities and maintain high standards of service.
• The capacity to manage queries with skill and patience.
• A proactive, meticulous approach to problem-solving.

If you're calm under pressure, have a keen eye for detail, and enjoy helping others succeed, we'd love to hear from you.

Rewards And Benefits

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:

• Group personal pension scheme.
• Discretionary annual bonus
• Life assurance up to 4 x annual salary
• Private medical and Permanent Health Insurance
• Green travel schemes
• 28 days annual leave plus bank holidays

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 27th August 2025. In-person interviews will be held on-site in Cambridge, week commencing 1st September. A role related task will also be administered on the day. We aim to conclude the process by Monday 8th September.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Please note, Cambridge University Press & Assessment is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary requirements.

Why join us

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 individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.