Job Title: Customer Service Advisor - CEM
Salary: £22,200 - £26,400 per annum
Location: Gateshead or Cambridge / Hybrid working
Contract: Permanent, 35 hours per week, Monday-Friday
A chance to develop a career within the customer services department of a leader in the educational sector, actively making a difference to our learners around the world.
This is an exciting opportunity for a Customer Service Advisor to join a passionate, fast-paced environment providing world-class support to our millions of customers and qualifications around the world.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About the role
In the role of Customer Service Advisor, you will identify, investigate, and resolve customer enquiries at first point of contact, delivering a high-quality, consistent, and accurate service as part of the Customer Services Team.
You will be responsible for communicating with new and existing customers to offer support, advice, and resolutions to problems. Some of the key responsibilities will include but are not limited to:
* Providing a high quality of service for email and telephone enquiries at all times and dealing with them effectively.
* Taking responsibility for ensuring enquiries are dealt with and resolved within target times, keeping customers informed of progress.
* Maintaining accurate computer-based records of all enquiries handled.
* Escalating any issues that might arise to the Senior Advisor.
* Correctly identifying enquiries that are formal complaints, expressions of dissatisfaction or compliments and ensuring these are recorded in line with policy and procedure.
* Meeting the department SLAs and levels of customer satisfaction.
* Loading and updating macro responses to customer queries.
* Undertaking at least one specialist role within the team and maintaining an expert level of knowledge while providing training and support to colleagues.
* Proactively communicating with customers and staff.
* Setting up new accounts, successfully onboarding new customers and maintaining customer data on various systems.
About you
We're looking for a great team player who enjoys collaborating and working with others and who has experience in a non-scripted customer service environment. You will need to be calm and confident when dealing with customers and working to tight deadlines. You will have a flexible approach and attitude to work.
The enquiries received are often complex and extremely varied, which means that advisors must be able to retain knowledge and understand all our products and systems.
You must be proactive, analytical, highly motivated, engaged and have great communication skills, both written and verbal. You will have a high standard of IT skills together with experience and a working knowledge of using databases and CRM systems.
The successful applicant will be required to work 35 hours per week. Within the team, we must cover the full range of opening hours from 8.30am until 5.00pm, Monday to Friday. In addition, during peak periods, there will be the opportunity for paid overtime on some Bank Holidays, evenings and weekends.
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
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 applications being Monday 2nd December, however, this is a rolling campaign, and therefore we will conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.
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 sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill 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 it's 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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