Senior Customer Support Advisor - 7630

Job Title: Senior Customer Support Advisor Salary: £26,600 - £32,600 Location: Cambridge, UK - Hybrid (at least 2 days a week office is required) Contract: Permanent Hours: Full-time (35 hours per week) Are you ready to lead customer support and solve complex challenges? Join Cambridge University Press & Assessment as a Senior Customer Support Advisor, where you will be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide. We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. About The Role As a Senior Customer Support Advisor, you will be accountable for investigating and resolving the most complex enquiries, ensuring they are prioritised and addressed in an effective manner. You will analyse trends and propose process enhancements to improve the customer experience. Additionally, you will troubleshoot technical issues related to portals and applications used by Cambridge English customers. Additional responsibilities and accountabilities include:

• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
• Act as a subject matter expert, representing the customer support team in cross-departmental meetings.
• Ensure accurate documentation for systems, processes, and customer support operations. This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Please note that weekend working may be required for this role. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition. About You We are looking for a strong communicator with a passion for customer service and a wealth of experience from customer support and helpdesk environments. You must be confident in your abilities to provide first-line technical assistance to a broad customer base. Previous experience of creating clear, user-friendly documentation and training materials is key. Excellent verbal and written communication skills is vital in this role, and you bring a proven capacity to effectively explain complex processes in simple terms – making you a point of reference for colleagues seeking guidance and clarity. Fluency in Spanish is highly desirable for this role. A proficiency at level of C1 or above would therefore be advantageous. Additionally, you will demonstrate:
• The ability to manage competing priorities and maintain high standards of service.
• The capacity to manage queries with skill and patience.
• A proactive, meticulous approach to problem-solving. Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements. 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 Ready to pursue your potential? Apply now. We aim to support candidates by making our interview process clear and transparent. The closing date for all applications is 13th October 2026. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place on 20-21 October 2026. If you are shortlisted and progressed through the stages, you can expect:
• Pre-screening phone interview.
• 2nd stage in person interview at our offices in Cambridge. You will be provided with a brief to complete a role-related task. We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter. 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.