Customer Services Manager

Customer Services Manager

Contract: Full-time

Salary: £26,000 - £36,500

Location: Triangle Building, Shaftesbury Road, Cambridge CB2 8EA

What it’s about

Cambridge Assessment English helps people learn English and prove their skills to the world. We administer our examinations through a wide network of centres and agents around the world. The role of the Customer Services Manager, working in the Customer Services Unit, is to co-lead a motivated team responsible for the global centre and agent approval process involving opening new centres, closing existing centres and updating key data. The Customer Services Manager is responsible for ensuring that data is entered correctly across multiple internal systems and ensuring that the customer journey is smooth and efficient at all times. 

What you'll be doing

• Managing customer master data across multiple systems and guiding your team to ensure that data is managed correctly to fully support operational processing so that our examinations are run effectively and securely.
• Leading a dedicated team and collaborating with colleagues across the business to achieve business objectives.
• Analysing our business practices and initiating process improvements to ensure that our customer journey is a positive experience.
• Reducing risk to the business by ensuring that quality checks are carried out.

What we're looking for

The successful candidate will be educated to degree level and be a self-motivated professional with experience in leading successful teams and driving performance levels. 

Skills

• Being comfortable working with data across multiple systems
• Demonstrating excellent MS Office skills and being able to develop a detailed understanding of our regulations and contractual obligations to customers
• Negotiating skills and having an analytical and problem-solving approach to working practices.
• Dedicating to outstanding customer service.

Experience

• Customer service experience is desirable
• Experience of communicating clearly to people whose first language is not English is desirable
• Detailed knowledge of our products and internal systems

Behaviours

• Demonstrates a collaborative approach when working with other departments across Cambridge Assessment

• Open to new ways of doing things and innovative
• Able to make decisions without reference to line manager
• Commitment to outstanding customer service

Who we are:

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation. 

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.

This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

Benefits

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 
• Childcare vouchers
• 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.

We know that diversity of thinking, backgrounds and approaches leads to innovation and creates an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, 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 receipt of applications is 06/02/2019 and interviews will be held on 21/02/2019.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER