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Senior Centre Development Coordinator

Job Description

Job Description

We are recruiting for a Centre Development Manager who will be joining our Centre Management Team, within the Cambridge English Customer Support team. The Centre Management team is responsible for a variety of key supporting initiatives for our network of centres to drive continuous improvements in ease of doing business with us and to improve the candidate experience.

This is an exciting time to join the team as we work to support the coordination and development of centre training materials, improve our centre communications and oversee and assist with the implementation of the Next Generation Account Management project.

Why should you join Cambridge?

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.

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.

When you join Cambridge, you get the best possible combination of a supportive, caring environment, balanced with work that brings out the best in you. You will have access to learning and development opportunities, and business tools essential for your role so that you can perform at your peak.

What can we offer you?

The key to our work is our colleagues, whose shared commitment enables us to have an ever-greater impact. We are a united, vibrant, and respectful global community of people, and we ensure that every individual is recognised, listened to, and cared for. Because our impact is amplified when our people are empowered, we give everyone the opportunity to develop in their own way. Whether you want a career that's linear, or want to follow your own path, we'll support you, and help give you the resources and training you'll need to be bold and take ownership of what you do.

As a Centre Development Manager, you will be part of an enthusiastic, friendly and supportive team. Training will be provided to assist in building knowledge of the systems and platforms used, as well as support in the procedures and requirements needing to be met.

Working with Cambridge provides stability. We show our care for our people by allowing them to grow not just professionally but also personally. We promote work-life balance through flexible work schedules, hybrid work arrangements, and generous paid leave. In addition, you will be entitled to our health care benefits, group life insurance, and robust wellbeing programs right on the first day of joining us.

What will you do in this role?

Centre Management provides a critical business activity with high-level support to many of our products and exams. We conduct a variety of tasks to ensure that centres are proactively informed of changes to operational and compliance procedures via communications and training. The team also reactively follow-up on issues, complaints and appeals when identified or escalated.

This is an opportunity to influence and change the way we deliver our tests and work with our external and internal partners to deliver a leading test delivery model. You will be providing feedback from our centres and customers as we look to implement new systems and processes. This will include the post holder to:

  • Actively provide expert support and participate in the successful development of Cambridge English's Next Generation of Account Management, whilst collaborating with relevant teams to align the support and to monitor and provide key reporting information.

  • Provide a Key Account Manager role for a number of high-stake customers in a geographical region, taking account of local market initiatives, to deliver personalised support, communications and additional training to ensure a high level of customer satisfaction.

  • Working closely with the Centre Development Team, plan, update and monitor the training provided to centres and Exam Day Staff via webinars, self-service training and face-to-face provision.

  • Deal with escalated enquiries from centres and candidates by following the due process and ensuring a service recovery plan is in place for Complaints, Appeals, Major incidents and Service recovery situations.

  • Logging, managing and tracking centre maladministration situations through to resolution and reporting to Centre Development Managers on root cause analysis and progress of action plans

  • Assist with reporting and driving improvements, whilst managing centres regulatory compliance and adherence to processes.

  • Assist with arrangements and delivery of relevant support and training provision for Regional colleagues.

  • Assist with management of communication around regulations and updates to centres, including newsletters, ad-hoc communications requests, and consultation with centres.

  • Advance the aim to drive continuous improvement to the customer experience. Assist with monitoring customer insights, development of customer service training materials and guides and promote the customer service ethos throughout the teams and to the network of centres and Exam Day Staff.

Candidate Description

Educated to degree level (or equivalent) and have experience in a customer support role, ideally within a Customer Service or Service Desk environment.

  • Excellent working knowledge of Microsoft Office Products and willingness to learn new software/systems

  • Experience of designing and delivering training

  • Experience of working under pressure to demanding deadlines

  • Experience of dealing with complaints

  • Experience of writing clear communications.

    Desirable:

  • Some experience of key account management

  • Knowledge of Cambridge English's product range (Internal only)

  • Knowledge of Cambridge English's business aims and objectives (Internal only)

  • Familiarity with the Cambridge Assessment English network of centres and agents (Internal only).

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., Cambridge University Press & Assessment is committed to being a workplace 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 is 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 including hybrid working to find the best solution for you and the role.

This post is subject to satisfactory background checks including DBS as we are a regulated industry., Cambridge University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS Loading… Open In Google Maps Loading… Enlarge Map Loading