Customer Support Advisor

Hybrid, Coventry

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

If you are innovative, outgoing, a great team player and looking for a new and exciting challenge this could be the role for you.

OCR (Oxford Cambridge and RSA Examinations) 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.

About the role

• Provide friendly and professional support to customers by answering incoming calls and emails to a very high standard within agreed service levels by increasing contact resolution rates
• Actively participate in improving systems and procedures to ensure more effective responses to customers
• Help and advise on anything from teaching an OCR qualification through to exam and results queries
• Despatch materials as requested by customers, managing their orders effectively through the CRM system
• Accurately capture and record information in the CRM system to the required standards of performance, allowing for effective auditing and analysis of customer contacts
• Ensure all information is managed in accordance with OCR's data management policies (e.g. information affected by GDPR) and to ensure information provided to customers is data compliant (e.g. non-disclosure of results information)

About you

A great team player who enjoys collaborating and working with others with experience of working in a non-scripted customer support environment. You will need to have a good deal of telephone experience and be calm and confident when dealing with customers and working to tight deadlines. You will have a flexible approach and attitude.

The enquiries received are often complex and extremely varied which means that advisors must be able to retain knowledge and be current on all our products and systems and be confident to ask for support and advice from our senior advisors when required.

Qualifications:

• Educated to GCSE standard, (Maths and English at Grade C/ Grade 4 or above) 
• Customer Service qualification is desirable.

Skills:

• Capable of managing complex knowledge; open and receptive to learning and development; driven to improve own performance.
• Plans and organises own time effectively
• Good team player: creates positive working relations; shares knowledge and information with colleagues; supports and assists others to improve and achieve.
• Able to provide creative solutions to customer queries
• Excellent communicator, both written and verbally
• Ability to work in a busy contact centre environment

Experience:

Taking inbound telephone calls, ideally in a customer support department

• Working to targets/KPI's
• Experience of working well in a busy, fast-moving environment
• Experience of managing unhappy customers and resolving complaints to a positive outcome
• Experience of databases, CRM or Customer Contact logging systems

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.  https://careers.cambridge.org/jobs/vacancy/3057/description         

We review applications on an ongoing basis, with a closing date for all applications being 19th February 2023 and the assessment day is scheduled to take place on 21st February 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.