Senior Customer Support Manager - 6525

Cambridge University Press Ltd.; Cambridge; Hybrid; GBP 45,000 - 61,000; Full time

Job summary

A leading academic publisher is seeking a Senior Customer Support Manager to enhance customer experience through effective team leadership and troubleshooting support issues. This position requires extensive experience in customer service and a degree-level education or equivalent. The successful candidate will manage a talented team and ensure exceptional service delivery. Emphasizing a collaborative work environment, the role allows for hybrid working arrangements with competitive salary and benefits.

Benefits

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 × annual salary

Green travel schemes

Qualifications

• Extensive experience in customer service and people management.
• Excellent analytical, problem-solving, and communication skills.
• Experience working with CRM systems and customer data governance.

Responsibilities

• Lead and develop the team of Customer Support Managers.
• Be the escalation point for technical issues and complex customer queries.
• Oversee quality audits and ensure business continuity.

Skills

People Management

CRM Systems

Analytical Skills

Communication Skills

Problem-Solving

Education

Degree level or equivalent professional experience

Job description

Senior Customer Support Manager

Salary: £45,100 - £60,400 per annum

Location: Cambridge with hybrid working (minimum 2 days per week in the office)

Contract: Full Time, Permanent

Are you ready to shape the future of customer experience at a world-leading organisation?

Join Cambridge University Press & Assessment as our Senior Customer Support Manager and play a pivotal role in championing our international customer strategy. You'll lead a talented team, drive continuous improvement, and ensure our customers receive outstanding support across the globe.

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

As Senior Customer Support Manager, you will:

• Lead and develop the Customer Support Managers and Data Manager, ensuring your team is empowered and supported.
• Be the escalation point for technical issues, system outages, and complex customer queries.
• Oversee quality audits and ensure business continuity across our Cambridge and Manila teams.
• Manage the recruitment process and resolve HR matters within the team.
• Design, implement, and manage the Customer Support Data team, owning data governance and analysis.
• Collaborate with colleagues across departments to deliver end-to-end customer experience improvements.
• Support regional teams with complex and escalated queries, enabling them to provide accurate information to diverse customer groups.

About you

We're looking for someone with extensive experience in customer service and people management. You'll be educated to degree level or have equivalent professional experience in customer experience, support, or related fields. You demonstrate excellent analytical, problem-solving, and communication skills, and are confident working with CRM systems and customer data governance. Thriving in a fast‑paced, evolving environment, you adapt to change with innovation and resilience. You value collaboration, inclusivity, and integrity, and inspire others to achieve their best.

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 × 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 12th January 2026. If successful, first‑stage interviews are scheduled to take place on the week commencing 26th January 2026. Second‑stage interviews are due to take place on the week commencing 9th February 2026.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

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.