Job Title: Head of Customer Resolution

Salary: £57,100-£73,000

Location: Cambridge, hybrid.

Contract: Permanent, full time 35 hours per week

These are exciting times for International Education, as we look to continue to enhance the service we offer to our customers. You will be keen to roll up your sleeves to lead the efforts to address and resolve customer issues, ensuring a positive resolution and contributing to overall customer satisfaction.

About the role 

This role is crucial in shaping the customer resolution strategy, fostering a culture of customer excellence within the whole organisation. You are passionate about getting it right for customers, driving improvements to the customer experience and embedding a customer-focused approach in our processes and digital solutions.

You will walk the careful balance between strategic, tactical, technical, and operational demands, you'll identify new opportunities and innovations across all customer interactions, ensuring trust, integrity, and credibility across the business.

You'll work alongside and collaborate with colleagues across the whole organisation and feel confident in talking to customers, groups of schools and key external partners.

As you'll be working with colleagues in our global office locations there is a small amount of travel required by the role (approximately 1-2 trips per year) as well as some requirement for flexibility around meeting times to accommodate colleagues in other time zones.

Why should you join our team

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 and growing.

A philosophy of fairness and integrity runs through everything we do, and we are committed to the delivery of our goals through the way we work together, both in teams and as individuals. Our values are Collaboration, Empowerment, Innovation and Responsibility.

We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding. We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. 

When you join Cambridge Customer Support team 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.

About you

You will have proven experience in customer resolution, customer support and/or related leadership roles. You lead by example; you see opportunity to improve and enhance our support and services in all that we do.

You are an excellent communicator and have the ability to influence others. You are resilient and remain steadfast in your commitment to finding solutions to customers concerns. You are data driven, embrace digital solutions and seek ways to use AI to improve efficiency, effectiveness and self-service opportunities for our customers

You are a proactive collaborator and an organised, intuitive problem solver, you'll be driven by aspirations to develop both the business and your own career.

Key responsibilities for this role will be to:

• Ability to lead a team effectively, providing guidance, motivation, and support.
• Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders
• Strong analytical and critical thinking skills to identify root causes of customer issues and develop effective solutions.
• Sound judgment and the ability to make timely and well-informed decisions, even under pressure.
• Adaptability and resilience in navigating organisational changes and implementing process improvements.
• Empathy, self-awareness, and the ability to understand and manage emotions, both in themselves and in others.

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.

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 all applications being Sunday 22^nd September. Interviews are scheduled to take place on 3^rd, 4^th & 7^th October, followed by a 2^nd round discussion on 10^th October.

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

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

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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