Customer Experience Officer (3442)

Salary: £26,700 - £34,700 per annum

Location: Cambridge, Hybrid

Contract: Permanent, Full time (35 hours a week)

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

You will join a small, closeknit team looking for people who share our passion for collaborating with others and providing exceptional service to our customers. You will be happy to talk openly and honestly with colleagues, providing constructive feedback and driving change. You must also communicate effectively with customers to manage expectations.

About the role

This is an opportunity to join the Customer Experience team, sitting within the Customer Support department in the Assessment & Customer Support Division.

In this role you will have the unique opportunity to work with every area of the business, across all levels. You will need to build a deep understanding of our customers and products. What we do is challenging – we deal with complaints, escalations, and regulatory requirements – but behind this is a desire to make meaningful change that best supports our customers and colleagues. This requires a collaborative approach and the ability to see the bigger picture.

Key areas of responsibility are Complaints, Escalations, Freedom of Information (FOI) Requests, Data Subject Access Requests (DSAR), Risk Management and corresponding activities related to enhancing management information reporting and improving the customer experience. The diversity of queries and the broad range of knowledge required is a significant challenge, but full training will be provided, including externally recognised training with respect to FOI & DSAR.

Key responsibilities / accountabilities are:

• A comprehensive knowledge of customer relationships, products and services.
• Respond to and record FOI and DSAR requests, complaints and escalations.
• Awareness of commercial, reputational, people and legal risks.
• Build relationships and share best practice for effective collaboration with internal stakeholders across Cambridge International and the wider Group.
• Support on communications and ensure customers are aware of key information.
• Negotiate with and influence colleagues to get the best outcome for the customer.
• Provide training to the business on core areas (complaints, FOIs, DSAR, Risks).
• Support various customer experience projects and other ad hoc tasks as required.
• Be the voice of the customer and raise awareness of the customer's experience.

If you don't want to miss out, please take a look at the job description attached at the end of the advert. We want to hear from you!

About you

You should have an aptitude for quickly learning new systems and processes. You will be highly analytical with proficient IT and technical skills, familiar with reporting and presenting (or a willingness to develop this). Perhaps most important is the need to have a high level of resilience and take enjoyment in what we do and the impact our team has on improving the customer journey. Personal development is encouraged, with additional responsibility undertaken as you progress in the role.

You are curious to learn and a perfect mix of self-starter and team player. You are passionate about people, energetic, proactive, customer focussed and able to work to tight deadlines. You want to make a positive impact and understand this is something that must work both for customers and colleagues.

You communicate effectively, providing expert guidance and support to enable colleagues and the wider business to achieve objectives. You are happy working on multiple tasks, and prioritising between them at short notice. You are comfortable taking the lead on projects, being empowered to make decisions, inspiring confidence in others, and advising on a wide variety of day-to-day matters.

We are looking for people with the right attitude and, while we give an indication in the job description of desired experience, we're keen to hear about different experience which would make you a strong addition to our team.

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:

• Group personal pension scheme
• Discretionary annual bonus
• Life assurance up to 4 x annual salary
• Private medical and Permanent Health Insurance
• Green travel schemes
• 28 days annual leave plus bank holidays

We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work 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 30th May 2023, with interviews scheduled to take place the week commencing 5th June 2023.

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 issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary 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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

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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