Operations Support Manager

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  • Closing Date:
    13 December 2021

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Stephanie Whitaker


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Job Title:        Operations Support Manager 

Contract:        Permanent

Salary:             £26,700-£34,700

Location:        The Triangle Building, Shaftesbury Road, Cambridge, CB2 8EA (currently working remotely)

What it's about

These are exciting times for Cambridge English Assessment as we look to modernise our systems and strive to find creative and innovative ways to improve our products and services to customers. To enable us to meet the ever increasing demand for our services, we are seeking to appoint an experienced, enthusiastic and dynamic Operations Support Manager, who will thrive in this changing environment and is motivated by delivering excellent customer service.


What you'll be doing

This role encompasses a range of tasks and responsibilities. Reporting to a line manager, you will need to establish a high standard for the following activities:

  • Overseeing others in their use of a wide range of systems and processing platforms to complete a variety of documented, business critical processes accurately and within pre-agreed timescales
  • Supporting Senior Operations Administrator(s) as they manage their own direct reports and variety of documented, business critical processes
  • Ensuring that peak processing periods, bespoke sessions, and projects are suitably planned for and reviewed after
  • Ensuring that identified issues, risks and non-conformances are accurately recorded, investigated, and suitably mitigated against in a timely manner
  • Appropriately addressing wellbeing, engagement, and performance with direct reports through continuous conversations
  • Identifying ways of developing processes and working collaboratively with colleagues to implement improvements
  • Supporting in the scoping and delivery of major strategic projects and developments
  • Developing an understanding of CE's internal and external customers and ensuring their direct reports share that understanding
  • Establishing and subsequently maintaining constructive working relationships with colleagues within CEQ Delivery, across the organisation, and key external stakeholders
  • Leading direct reports in a thorough bi-annual documentation review, where comprehensive and compliant Process Flows and Work Instructions are created, reviewed, updated and signed-off
  • Maintaining Standard Operating Procedures to support business compliance and ensure high-level process understanding


What we're looking for

The successful candidate should have experience of working collaboratively in a busy office environment, writing meaning documentation, and working under pressure to demanding deadlines.  Ideally you will also have experience of working on large projects and systems development. For further skills required please see essential and desirable criteria below.




  • Educated to GCSE level with a Grade C or higher in English and Maths (or equivalent), or have relevant business experience


  • Educated to A level (or equivalent)
  • Project management qualification (Prince 2, APM Project Fundamentals, Lean Six Sigma, etc.)




  • A high standard of spoken and written English
  • A logical approach, with good problem-solving skills
  • A high attention to detail
  • Good written and verbal communication skills
  • Intermediate knowledge of Microsoft Office products (Outlook, Word, Excel, and Teams)


  • Intermediate knowledge of Microsoft Office products (Visio)




  • Enthusiasm for line management and supporting others
  • Experience of line managing other line managers
  • Providing a high level of customer service
  • Working with multiple processes and systems
  • Experience of working in a complex and busy office environment
  • Identifying and implementing process improvements
  • Experience of overseeing a set of documented work processes and procedures
  • Experience and an understanding of issue and risk management and mitigation


  • Proactively managing others through a period of change
  • Experience of office administration / data processing
  • Experience of working with SAP
  • Experience of writing process / training documentation
  • Knowledge of Cambridge Assessment English's product range




  • Work collaboratively with colleagues (based in Cambridge or overseas)
  • To work effectively under pressure
  • Ability to work flexibly and adapt quickly to change
  • Work independently or as part of a team
  • Ability to prioritise own / other's workload effectively and meet challenging deadlines
  • Ability to take responsibility for assigned tasks and work semi-autonomously
  • Use emotional intelligence to understand and support direct reports
  • Able to motivate and inspire others to overcome challenges
  • To think strategically


Who we are

Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers.


In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual performance related bonus and increases (discretionary)
  • Enhanced maternity/paternity pay and childcare voucher scheme
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

Work / life balance is important to us here at Cambridge Assessment, and we offer all our colleagues a range of flexible working options, according to the needs the business and the employee. So please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for application  6th December and interviews are scheduled to take place from week beginning 13th December.


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

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