Customer Support Advisors x 2

Customer Support Advisor x 2

Salary: £20,900 – £24,800

Location: Coventry, Hybrid

Contract: Permanent, Full-time

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

If you are innovative, outgoing, a great team player and looking for a new and exciting challenge this could be the role for you.

About the role

OCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.

You will be part of a team that is known for consistently delivering outstanding customer service; going the extra mile to ensure that customers always receive the best level of service and support, whether via a phone call or email.

Some of the key accountabilities will be, but not limited to:

• 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 to the required standards of performance, allowing for effective auditing and analysis of customer contacts.
• Work collaboratively with colleagues within different support functions to solve customer queries quickly and efficiently.

This is your opportunity to make a real difference to those we serve, influencing change and building a sense of belonging! If you don't want to miss out, please take a look at the job description attached at the end of the advert. We want to hear from you.

About you

You will be a great team player who has experience of working in a busy contact centre/support centre environment. You will have a flexible approach and attitude and be calm and confident when dealing with customers. You will be used to working to tight deadlines and enjoy collaborating with others and sharing knowledge.

The enquiries received are varied and often complex. You will be responsible for learning and keeping up to date with all our products and systems. You will need to be able to retain knowledge and be confident to ask for support and advice from our senior advisors when required.

To be successful you will demonstrate:

• The ability to work in a busy contact centre environment
• Being open and receptive to learning and development; driven to improve own performance.
• Plan and organise your own time effectively
• Being a good team player by creating positive working relations; sharing knowledge and information with colleagues; supporting and assisting others
• Being able to provide creative solutions to customer queries
• Being excellent communicator, both written and verbally

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:

• 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.

Ready to pursue your potential? Apply now. https://careers.cambridge.org/jobs/vacancy/3444/description

We review applications on an ongoing basis, with a closing date for all applications being 29th May 2023 and our assessment day is scheduled to take place on 31st May 2023.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

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.

Job Types: Full-time, Permanent

Salary: £20,900.00-£24,800.00 per year

Benefits:

• Canteen
• Company pension
• Free or subsidised travel
• Life insurance
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Coventry