Customer Support Advisor - 7321
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Key skills for this role
About the Role
Cambridge University Press & Assessment seeks a Customer Support Advisor to provide outstanding service via phone and email. You will resolve queries about qualifications, exams, and results, working in a hybrid environment.
Key Skills for This Role
Responsibilities
- Respond to and resolve queries about teaching OCR qualifications, exams, and results
- Work effectively across phone, email, and digital channels to resolve queries at first point of contact
- Accurately capture and record information in the CRM system
- Collaborate with colleagues in different support functions to solve customer queries
Requirements
- Experience in a busy contact centre or customer support environment
- Flexible and positive approach
- Ability to multitask across multiple channels (phone, email, etc.)
- Strong problem solving skills and attention to detail
- Ability to work to tight deadlines and collaborate with colleagues
Full Job Posting
Job Title
- Customer Support Advisor
Salary
- £24,900 £28,650 per year
Location
- Coventry, Hybrid (40 60% in office)
Contract & Hours
- Permanent, Full time (shift rotation 8am 4pm and 9am 5pm)
Rewards and Benefits
- 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
Key Accountabilities
- 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
- Work collaboratively with colleagues within different support functions to solve customer queries quickly and efficiently
About You
- Great team player with experience of working in a busy contact centre or customer support environment
- Flexible and positive approach, remaining calm and confident when dealing with customers
- Comfortable multitasking across multiple channels
- Used to working to tight deadlines and enjoy collaborating with colleagues
- Strong problem solving skills and attention to detail
- Responsible for learning and keeping up to date with products, services, and systems
About Cambridge University Press & Assessment
- World leading academic publisher and assessment organisation, part of the University of Cambridge
Application Process
- Closing date: Wednesday, 8 July 2026
- First stage: pre screening 15 minute informal interview via MS Teams
- Final stage: in person interview in Coventry, including competency based interview and 2 tasks (telephone role play and written task)
- Successful applicants subject to background checks including DBS
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