Customer Support Officer - 6554

Job Title: Customer Support Officer

Salary: £23,300 - £27,650

Location: Gateshead or Cambridge. We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply for this role.

Contract: Permanent (35 hours per week, Monday to Friday)

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 are looking for a Customer Support Officer to join our Cambridge Insight Customer Support Team. As a key member of our team, your goal will be to identify, investigate and resolve customer enquiries as the first point of contact. This role plays a vital part in delivering a high quality, consistent and accurate service as part of the Customer Support Team.

Working under the supervision of a Customer Support Lead, your responsibilities will be as follows:

• Always provide a high quality of service for email, and telephone enquiries and dealing with them effectively
• Take responsibility for ensuring enquiries are dealt with and resolved within target times, keeping customers informed of progress
• Maintain accurate computer-based records of all enquiries handled
• Escalate any issues that might arise to the Shift Lead
• Correctly identify enquiries that are formal complaints, expressions of dissatisfaction or compliments and ensuring these are recorded in line with policy and procedure
• Meet the department SLAs and levels of customer satisfaction
• Create and update common responses to customer queries
• Undertake at least one specialist role within the team and maintaining an expert level of knowledge while providing training and support to colleagues
• Proactively communicate with customers and staff
• Set up new accounts, successfully onboarding new customers and maintaining customer data on various systems.
  
  

About You

As a Customer Support Officer, you will create an excellent customer experience. Your job is to identify, investigate and resolve customer enquiries as the first point of contact. It is crucial that you deliver a high quality, consistent and accurate service as part of the Customer Support Team.

We invite you to pursue your potential with us if you are driven by the art and science of customer services and desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learner.

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 Sunday 16 November 2025 with interviews scheduled to take place from Monday 17 November 2025.

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.