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.

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ABOUT THE ROLE

This role is crucial in shaping the customer resolution strategy, fostering a culture of customer excellence within the whole organisation. You are passionate about getting it right for customers, driving improvements to the customer experience and embedding a customer-focused approach in our processes and digital solutions.
You will walk the careful balance between strategic, tactical, technical, and operational demands, you’ll identify new opportunities and innovations across all customer interactions, ensuring trust, integrity, and credibility across the business.
You’ll work alongside and collaborate with colleagues across the whole organisation and feel confident in talking to customers, groups of schools and key external partners.
As you’ll be working with colleagues in our global office locations there is a small amount of travel required by the role (approximately 1-2 trips per year) as well as some requirement for flexibility around meeting times to accommodate colleagues in other time zones.

KEY RESPONSIBILITIES FOR THIS ROLE WILL BE TO:

• Ability to lead a team effectively, providing guidance, motivation, and support.
• Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders
• Strong analytical and critical thinking skills to identify root causes of customer issues and develop effective solutions.
• Sound judgment and the ability to make timely and well-informed decisions, even under pressure.
• Adaptability and resilience in navigating organisational changes and implementing process improvements.
• Empathy, self-awareness, and the ability to understand and manage emotions, both in themselves and in others.
  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.