Customer Services System Manager - 6145

Job Title: Customer Services System Manager

Salary: £34,500 - £44,850

Location: Cambridge/Hybrid (minimum of 2 days per week in the office)

Contract: Full Time/Permanent (35 hours per week)

This role is all about being the Zendesk expert for our English Assessment teams. You'll be the driving force behind a seamless and scalable support experience, making it easier for both customers and internal teams to get help.

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

We're seeking a Zendesk Administrator to be the driving force behind our customer support operations. In this pivotal role, you'll design, optimize, and maintain English Zendesk platform, ensuring seamless and efficient workflows for both our customers and internal teams. Your expertise will be crucial in automating processes, managing new feature deployments, and continuously enhancing our support tools to keep pace with our expanding customer base and product offerings. You'll also play a key role in incident management and user training, making sure our support infrastructure is robust and our teams are empowered.

About You

You will be a Zendesk expert with a proven ability to design, implement, and maintain complex workflows, automations, and integrations. You must possess essential knowledge and experience within the English Assessment area to ensure a good fit for this role.

Additionally, you must also have:

• Deep knowledge and hands-on experience with Zendesk Support configuration and administration, including ticket workflow design, business rules (automations, triggers, views, macros), and customisation.
• Ability to manage new feature deployments, internal testing, and roll-out of changes across teams
• Experience with third-party system integrations and a solid understanding of how to implement and automate workflows across systems.
  
  

The below would also be highly desirable:

• Experience in incident management processes, including detection, reporting, analysis, and mitigation
• A continuous improvement mindset, constantly seeking ways to enhance the Zendesk platform and related customer support tools.
• Proactive and adaptable, capable of handling diverse administrative functions and contributing to the growth of Zendesk skills across the team.
  
  

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 18 November with interviews scheduled to take place shortly thereafter.

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

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.

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.