Cambridge University Press & Assessment
Customer Support Advisor - 7321
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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.
If you're passionate about delivering outstanding customer service and want to be part of an organisation that supports education across the UK, we'd love to hear from you.
About The Role
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.
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About You
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 Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements
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:
- 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
Ready to pursue your potential? Apply now.
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We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be Tuesday, 28 July 2026. We will review applications on an ongoing basis. Interviews will commence on 5 August
If you are shortlisted and progressed through the stages, you can expect:
- First stage (pre-screening 15-minute informal Interview) virtual interview via MS Teams if you're successful at this stage you will move to the final stage.
- Final stage interview: in-person at our office in Coventry, consisting of a competency-based interview and 2 tasks (telephone role play and written task) duration: 2 hours.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is 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 it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
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.
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