Careers Customer Support Advisor

Overview

We are looking for a Customer Service Advisor to join our dedicated team at Cambridge OCR, where you will play a vital role in supporting educators and learners by delivering exceptional support.

We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Cambridge OCR is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part‑time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.

You will join a team that is known for consistently delivering outstanding customer service; going the extra mile to ensure that customers always receive the best level of service and support, whether via a phone call or email.

• Responding to and resolving queries ranging from teaching an OCR qualification through to exam and results.
• Working effectively across a variety of communication channels to resolve queries at first point of contact.
• Accurately capturing and recording information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts.
• Work collaboratively with colleagues within different support functions to solve customer queries quickly and efficiently.
• You will be an excellent team player who has experience of working in a busy contact centre/support centre environment. You will have a flexible approach and attitude and be calm and confident when dealing with customers.
• You will be used to working to tight deadlines, able to multitask and enjoy collaborating with others and sharing knowledge.
• The enquiries you will handle are varied and often complex. You will have the opportunity to learn and stay up to date with all our products and systems, with support available every step of the way. We value curiosity and collaboration, so while retaining knowledge is important, you'll be encouraged to seek guidance and share ideas with senior advisors whenever needed.

Successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

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.

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.

• 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