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Knowledge, curiosity, understanding
No matter who you are, what you do, or where you come from, you’ll feel proud to work here.
Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. That's why, every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding. We achieve this by embracing change, and continuously focusing on our customers' needs by collaborating, and carefully listening to our customers and to each other. We keep moving forward, keep innovating, and keep finding newer and better ways of doing things.
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, and sexual identity), cultural, or social class/background. We believe that diversity of thought, background, and approach creates better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.
To enable an environment in which our people can thrive, our customers benefit, and where work complements life, we empower everyone to manage their time and capacity and to prioritise their wellbeing. That's why, from day one, everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.
Careers
We are looking for a Senior Operations Manager who is experienced in...
We are looking for a Senior Operations Manager who is experienced in delivering operational processes, particularly in an exam delivery environment, for both paper-based and digital exams. Experience of working in a regulated environment would be helpful. You will be highly organised, be a great team leader, and will thrive in a changing environment as we are always looking to innovate and improve what we do. We're looking for someone who is motivated by delivering excellent operational service to our customers all over the world., We deliver millions of English language qualifications globally each year, with exams happening 365 days a year, and this role is vital to delivering these on time and to our highest standards. Reporting to the Director of Exam Services, you will:
* Lead your team, motivate them, increase engagement and support the team through any changes. Your team will be based in the UK and in the Philippines.
* Deliver excellent operational service to a broad range of customers globally, delivering on time and to standard and managing the team's work to achieve these standards.
* Get involved in projects and improvements as a subject matter expert and represent Exam Services in these projects. You will make high-stakes operational decisions and project recommendations to ensure quality and regulatory compliance.
* Collaborate closely with another Senior Operations Manager in Exam Services, working closely together to meet joint goals. Being a strong team player is essential.
* Ensure that peak processing periods, bespoke sessions, and projects are suitably planned for and regularly reviewed and that issues, risks and non-conformances are accurately recorded, investigated, and suitably mitigated
* Build successful working relationships with colleagues across the organisation and with key external stakeholders.
* Lead your team to produce and maintain Standard Operating Procedures, work instructions and other key documents to support business compliance
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 also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.
We're looking for a Senior Operations Manager to manage the delivery of Cambridge English Qualifications. If you are great at managing processes and leading a team, enjoy problem solving and have a strong customer focus, and you are looking for a new and exciting challenge, this could be the role for you., The successful candidate will be highly organised, a great team player and a supportive line manager. We're looking for someone who takes the initiative, solves problems, and who can successfully implement change. This team can get very busy at peak times of year, and you will be able to work effectively under pressure and to demanding deadlines and to lead a global team during these peaks. You will motivate, lead and support your team. Ideally you will have experience of delivering exams or working in a similar environment.
* Lead your team, motivate them, increase engagement and support the team through any changes. Your team will be based in the UK and in the Philippines.
* Deliver excellent operational service to a broad range of customers globally, delivering on time and to standard and managing the team's work to achieve these standards.
* Get involved in projects and improvements as a subject matter expert and represent Exam Services in these projects. You will make high-stakes operational decisions and project recommendations to ensure quality and regulatory compliance.
* Collaborate closely with another Senior Operations Manager in Exam Services, working closely together to meet joint goals. Being a strong team player is essential.
* Ensure that peak processing periods, bespoke sessions, and projects are suitably planned for and regularly reviewed and that issues, risks and non-conformances are accurately recorded, investigated, and suitably mitigated
* Build successful working relationships with colleagues across the organisation and with key external stakeholders.
* Lead your team to produce and maintain Standard Operating Procedures, work instructions and other key documents to support business compliance
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 also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.
We're looking for a Senior Operations Manager to manage the delivery of Cambridge English Qualifications. If you are great at managing processes and leading a team, enjoy problem solving and have a strong customer focus, and you are looking for a new and exciting challenge, this could be the role for you., The successful candidate will be highly organised, a great team player and a supportive line manager. We're looking for someone who takes the initiative, solves problems, and who can successfully implement change. This team can get very busy at peak times of year, and you will be able to work effectively under pressure and to demanding deadlines and to lead a global team during these peaks. You will motivate, lead and support your team. Ideally you will have experience of delivering exams or working in a similar environment.
Careers
As one of several compliance assistant managers within the wider OCR...
As one of several compliance assistant managers within the wider OCR compliance team you will take responsibility to help support the team in completing malpractice and appeal investigations, signing off on cases and leading on parts of the process.
You will take responsibility for generating business insight from data and information to delivery continuous improvement within the team and liaise with OCR product and process managers to determine potential areas for improvements to OCR's assessments processes and customer support.
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
This is an exciting opportunity for an organised and proactive compliance professional to support OCR's Compliance team in investigating malpractice and appeals to ensure the integrity of our assessments and results, delivering continuous process improvement., You are organised and work well under pressure, with attention to detail to deliver to a high level of quality, consistency and customer service. You are naturally inquisitive and a problem solver, proactively supporting others, prioritising workloads and delivering process improvements. You are comfortable building relationships with colleagues at all levels and influencing others to drive change. You are experienced in compliance, ideally within the education and assessment context. You have a keen sense of fairness, taking a balanced and impartial approach and weighing consequences for the individual and the group.
You will take responsibility for generating business insight from data and information to delivery continuous improvement within the team and liaise with OCR product and process managers to determine potential areas for improvements to OCR's assessments processes and customer support.
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
This is an exciting opportunity for an organised and proactive compliance professional to support OCR's Compliance team in investigating malpractice and appeals to ensure the integrity of our assessments and results, delivering continuous process improvement., You are organised and work well under pressure, with attention to detail to deliver to a high level of quality, consistency and customer service. You are naturally inquisitive and a problem solver, proactively supporting others, prioritising workloads and delivering process improvements. You are comfortable building relationships with colleagues at all levels and influencing others to drive change. You are experienced in compliance, ideally within the education and assessment context. You have a keen sense of fairness, taking a balanced and impartial approach and weighing consequences for the individual and the group.
Careers
As Director of Assessment Standards, you will be accountable for:
...
As Director of Assessment Standards, you will be accountable for:
* ensuring the accurate grading of all International Education's assessments to the highest technical and quality standards.
* continuously reviewing grading procedures to ensure they take into account latest research in this area, the needs of our customers and the potential of digital solutions.
* maintaining the awarding standards of all qualifications to ensure that they continue to maintain the trust of our customers and stakeholders.
About you
As our next Director of Assessment Standards, you'll need to hold a very high level of professional assessment expertise and be able to lead, motivate and support a team of highly-technical professional staff.
As well as ensuring that the integrity and of our grading procedures and awarding standards are maintained for our current qualifications, you'll also need to be an innovative and creative thinker as we explore new and exciting models of assessment. With a deep customer focus, you'll give specialist advice and guidance to schools and teachers to broaden and deepen their understanding of issues related to grading and standards assessment.
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
* ensuring the accurate grading of all International Education's assessments to the highest technical and quality standards.
* continuously reviewing grading procedures to ensure they take into account latest research in this area, the needs of our customers and the potential of digital solutions.
* maintaining the awarding standards of all qualifications to ensure that they continue to maintain the trust of our customers and stakeholders.
About you
As our next Director of Assessment Standards, you'll need to hold a very high level of professional assessment expertise and be able to lead, motivate and support a team of highly-technical professional staff.
As well as ensuring that the integrity and of our grading procedures and awarding standards are maintained for our current qualifications, you'll also need to be an innovative and creative thinker as we explore new and exciting models of assessment. With a deep customer focus, you'll give specialist advice and guidance to schools and teachers to broaden and deepen their understanding of issues related to grading and standards assessment.
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
Careers
We are seeking to bring onboard an experienced Customer Support Mana...
We are seeking to bring onboard an experienced Customer Support Manager to lead our team in providing exemplary support to customers using Cambridge Assessment English examinations. In this crucial role, you'll steer a skilled team of support professionals dedicated to delivering outstanding customer service worldwide., The Customer Support team provides a crucial service to a range of customers, including candidates preparing for exams, examination centres conducting assessments, and organisations that recognise our qualifications. As the leader of the technical support team, your role is to ensure customer queries are resolved both quickly and effectively, consistently meeting our high standards for customer satisfaction.
In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. Therefore, strong problem-solving skills, a knack for process improvement, and the ability to liaise effectively with other departments are all essential in this position.
You'll also become a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonize practices, share knowledge, and jointly contribute to our global strategy for customer support.
In this varied role your responsibilities will include:
* Leading a team of customer support staff at various levels, including other managers, providing 24/7 support for Cambridge English examinations.
* Utilizing data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
* Instilling a culture of ongoing improvement and innovation within your team.
* Overseeing our self-help resources, continuously enhancing them to facilitate customer self-service.
* Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
* Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team
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, Dental and Permanent Health Insurance * Discretionary annual bonus * Group personal pension scheme * Life assurance up to 4 x annual salary * Green travel schemes
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You will identify and grow talent within your team, fostering an environment where colleagues feel engaged, motivated, and see clear pathways for their development. You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards. Experience in first-line and/or second-line support for customer-facing systems would be advantageous. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems like Zendesk and 8x8. You will have an unwavering commitment to customer satisfaction and through your leadership style be able to inspire the same dedication within your team.
In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. Therefore, strong problem-solving skills, a knack for process improvement, and the ability to liaise effectively with other departments are all essential in this position.
You'll also become a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonize practices, share knowledge, and jointly contribute to our global strategy for customer support.
In this varied role your responsibilities will include:
* Leading a team of customer support staff at various levels, including other managers, providing 24/7 support for Cambridge English examinations.
* Utilizing data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
* Instilling a culture of ongoing improvement and innovation within your team.
* Overseeing our self-help resources, continuously enhancing them to facilitate customer self-service.
* Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
* Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team
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, Dental and Permanent Health Insurance * Discretionary annual bonus * Group personal pension scheme * Life assurance up to 4 x annual salary * Green travel schemes
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You will identify and grow talent within your team, fostering an environment where colleagues feel engaged, motivated, and see clear pathways for their development. You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards. Experience in first-line and/or second-line support for customer-facing systems would be advantageous. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems like Zendesk and 8x8. You will have an unwavering commitment to customer satisfaction and through your leadership style be able to inspire the same dedication within your team.
Careers
We are looking for an Operations Support Manager to co-ordinate the ...
We are looking for an Operations Support Manager to co-ordinate the testing, data management and development activities of the Platform Management Team. If you have an excellent eye for detail and a commitment to delivering quality products for all our customers and are looking for a new way to build your skills and professional relationships, this is the job for you., We deliver millions of English language qualifications globally each year, with exams happening 365 days a year, and this role is vital to delivering these on time and to our highest standards. Reporting to the Platform Management Operations Manager, you will:
* Plan, perform and report on User Testing of changes to Exam Delivery software
* Work with Technology and Business colleagues to ensure that operational issues encountered are resolved swiftly and appropriately.
* Lead your team, motivate them, increase engagement and support the team through any changes.
* Manage and perform data setup and verification tasks in both production and pre-production environments.
* Get involved in projects and improvements as a subject matter expert and represent Platform Management in these projects. You will make project recommendations to ensure quality.
* Collaborate closely with other Operations Support Managers in Exam Services and Assessment Services, working closely together to meet joint goals. Being a strong team player is essential.
* Build successful working relationships with colleagues across the organisation.
* Lead your team to produce and maintain Standard Operating Procedures, work instructions and other key documents to support business.
You will thrive in this changing environment, be motivated by delivering excellent customer service and will enjoy being part of a high performing team that epitomises operational excellence.
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 looking for someone who is experienced with User Acceptance Testing, particularly in an Exam Delivery environment. Experience of working with shifting priorities and multiple customers would be a benefit. You will be highly organised, be a great team leader, and will thrive in a changing environment as we are always looking to innovate and improve what we do. We're looking for someone who is motivated by delivering excellent operational service to our customers both internally and all over the world. Ideally you will have experience of the Power Platform suite or similar productivity and reporting technologies
* Plan, perform and report on User Testing of changes to Exam Delivery software
* Work with Technology and Business colleagues to ensure that operational issues encountered are resolved swiftly and appropriately.
* Lead your team, motivate them, increase engagement and support the team through any changes.
* Manage and perform data setup and verification tasks in both production and pre-production environments.
* Get involved in projects and improvements as a subject matter expert and represent Platform Management in these projects. You will make project recommendations to ensure quality.
* Collaborate closely with other Operations Support Managers in Exam Services and Assessment Services, working closely together to meet joint goals. Being a strong team player is essential.
* Build successful working relationships with colleagues across the organisation.
* Lead your team to produce and maintain Standard Operating Procedures, work instructions and other key documents to support business.
You will thrive in this changing environment, be motivated by delivering excellent customer service and will enjoy being part of a high performing team that epitomises operational excellence.
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 looking for someone who is experienced with User Acceptance Testing, particularly in an Exam Delivery environment. Experience of working with shifting priorities and multiple customers would be a benefit. You will be highly organised, be a great team leader, and will thrive in a changing environment as we are always looking to innovate and improve what we do. We're looking for someone who is motivated by delivering excellent operational service to our customers both internally and all over the world. Ideally you will have experience of the Power Platform suite or similar productivity and reporting technologies
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