Back to Job Search

Customer Support Manager

Job Description

Job Description

You will have the opportunity to:

  • Deliver agreed customer satisfaction targets through exceptional levels of customer service.

  • Set up and run network meetings for prioritised customer groups within the region, delivering presentations where required, and providing full customer and market feedback back to the relevant teams in the business.

  • Plan, design and deliver innovative training and support solutions to secure customer retention.

  • Manage bespoke customer support requirements, acting as a point of liaison and negotiation between the customer and the relevant OCR teams, including providing operational solutions to support new business acquisition.

  • Own the resolution of customer complaints and escalated issues. Identify the root causes and take steps to resolve underlying process issues by escalating to relevant teams, 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 create 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 which our people can thrive in, our customers benefit from, 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. Documents

  • Full JD.pdf (106.47 KB)

Candidate Description

You will have an understanding or experience of the examinations officer role within a school or college. A super confident, customer focused individual, able to manage face to face and online customer support activities for staff in schools and colleges in London and surrounding regions. You're an engaging individual with significant experience in supporting customers face to face. A keen and persistent problem solver, always aiming to get the best outcome whilst considering the needs and constraints of the business.

Excellent communication and presentation skills are a must, as are exceptional organisational skills.

A full clean driving licence is required for this role. Some early morning, evening, and weekend working may be required.

Application Description

University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS

Employer Description

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

A fantastic opportunity to support exams officers within the London region has arisen within OCR. This fabulous opportunity will attract applicants with a passion, drive, and commitment to place customer support at the heart of everything they do. Supporting exams officers within schools and colleges you will have autonomy over your workload. Working within a small, passionate, and dedicated team of Customer Support Managers, all with the same drive and passion to support exams officers within their region and the wider exams officer community. In return, you will work for an employer with a passion to support its employees in everything they do. An exceptional benefits package and a commitment to place the wellbeing of its employees at the heart of its priorities, you will be supported to be the best you can be.

Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is 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.