Head of Customer Support
Posted 24 days ago
- Linton, Kent
- Any
- External
- Expires In 2 months
Head of Customer Support
Salary: £57,100 - £76,500
Location: Cambridge/Hybrid
Contract: Permanent/Full Time (35 hours per week)
We are looking for an experienced Customer Support Manager / Head of Support to lead our team in providing exemplary support to IELTS customers globally on a 24/7 basis. In this crucial role, you'll steer a skilled team of support professionals dedicated to delivering outstanding customer service 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
The Customer Support team provides a crucial service to a range of customers, including candidates preparing for exams, test centres conducting assessments, and organisations that recognise our qualifications. As the leader of a team of first-line and technical specialist support staff, your role is to ensure customer queries are resolved both quickly and effectively, consistently meeting our high standards for customer satisfaction.
In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. Therefore, strong problem-solving skills, a knack for process improvement, and the ability to liaise effectively with other departments are all essential in this position.
You will also be a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonise practices, share knowledge, and jointly contribute to our global strategy for customer support.
In this varied role your responsibilities will include:
* Leading a team of customer support staff at various levels, including other managers, providing 24/7 1st line and technical support for IELTS.
* Utilizing data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
* Instilling a culture of ongoing improvement and innovation within your team.
* Overseeing our self-help resources for IELTS, continuously enhancing them to facilitate customer self-service.
* Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
* Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team
About you
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You will identify and grow talent within your team, fostering an environment where colleagues feel engaged, motivated, and see clear pathways for their development.
You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards.
While not a technical role per se, you will need to demonstrate a suitable level of technical expertise to lead a team providing first-line technical support for customer-facing software systems and web applications. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems such as Zendesk and 8x8.
You will have an unwavering commitment to customer satisfaction and through your leadership style be able to inspire the same dedication within your team.
If this role sounds of interest to you, we would welcome your application!
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 applications being Wednesday 5 June 2024, however, this is a rolling campaign, and therefore we will conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.
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 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
Salary: £57,100 - £76,500
Location: Cambridge/Hybrid
Contract: Permanent/Full Time (35 hours per week)
We are looking for an experienced Customer Support Manager / Head of Support to lead our team in providing exemplary support to IELTS customers globally on a 24/7 basis. In this crucial role, you'll steer a skilled team of support professionals dedicated to delivering outstanding customer service 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
The Customer Support team provides a crucial service to a range of customers, including candidates preparing for exams, test centres conducting assessments, and organisations that recognise our qualifications. As the leader of a team of first-line and technical specialist support staff, your role is to ensure customer queries are resolved both quickly and effectively, consistently meeting our high standards for customer satisfaction.
In this role, you'll have a tangible impact on the customer experience by proactively identifying areas for improvement, streamlining communication channels, and enhancing training programs for your team. Your decisions will directly affect the quality of support we provide, and by extension, how our customers perceive our brand. Therefore, strong problem-solving skills, a knack for process improvement, and the ability to liaise effectively with other departments are all essential in this position.
You will also be a member of our extended, global customer support management team, with colleagues in Mexico, the UK, and the Philippines. As part of this interconnected framework, you'll work closely with international colleagues to harmonise practices, share knowledge, and jointly contribute to our global strategy for customer support.
In this varied role your responsibilities will include:
* Leading a team of customer support staff at various levels, including other managers, providing 24/7 1st line and technical support for IELTS.
* Utilizing data analytics and performance metrics to plan staffing, ensuring seamless service delivery and adherence to SLAs, even during peak times.
* Instilling a culture of ongoing improvement and innovation within your team.
* Overseeing our self-help resources for IELTS, continuously enhancing them to facilitate customer self-service.
* Collaborating with internal departments and senior stakeholders to streamline processes and elevate the customer experience.
* Contributing actively to the strategy and leadership of the broader Customer Support Department as a valued member of the senior management team
About you
We are seeking a capable leader with proven experience in energising customer service or technical support teams. You will identify and grow talent within your team, fostering an environment where colleagues feel engaged, motivated, and see clear pathways for their development.
You must possess deep knowledge of customer support methodologies and be able to offer concrete examples from your past experience. Familiarity with customer support metrics such as SLAs and KPIs is essential, as is your ability to demonstrate performance against these standards.
While not a technical role per se, you will need to demonstrate a suitable level of technical expertise to lead a team providing first-line technical support for customer-facing software systems and web applications. Excellent written and verbal communication skills are a must, as is familiarity with customer support management systems such as Zendesk and 8x8.
You will have an unwavering commitment to customer satisfaction and through your leadership style be able to inspire the same dedication within your team.
If this role sounds of interest to you, we would welcome your application!
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 applications being Wednesday 5 June 2024, however, this is a rolling campaign, and therefore we will conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.
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 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
.webp "Apply4U | Sign Up")
.webp "Apply4U | Contact Us")
.webp "Apply4U | Sign up")
