Supervisors/Team Leaders (Call Centre & Customer Service)
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Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.
We are seeking a passionate Operations Support Team Lead to be part of the Exam Services Operational Delivery team to support the business in delivering efficient, effective and customer focused examinations by overseeing the completion of processes relating to the delivery of Cambridge English Qualifications (CEQ) exams. Why Cambridge? At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.
We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.
Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the perfect environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential.
What can you get from Cambridge? In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.
Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.
Your responsibilities as an Operations Support Team Lead:
As an Operations Support Team Lead, you will be expected to task manage Senior Operations Administrator(s) and a team of Operations Administrators effectively without close daily supervision.
You will also be expected to:
Oversee and quality assure end to end delivery of exam sessions for our customers, achieving this through the management of comprehensively documented processes and continuously trained direct reports, while also playing a supporting role in delivering strategic improvements and project work. Liaise closely with regional teams, investigate issues and solve / escalate problems. Oversee others in their use of a wide range of systems and processing platforms to carry out assigned tasks and ensure the successful delivery of CEQ exams Be responsible for ensuring the timely and accurate completion of your own and your team's key tasks, and to overseeing the delivery of an end-to-end exam service to candidates, all of which is crucial to ensuring regulatory compliance and the successful delivery of Cambridge English Qualifications. Make decisions in high-pressure situations using their own initiative, including when to escalate queries / concerns to their task manager. What makes you the ideal candidate for this role? A logical approach, with a high attention to detail and good problem-solving skills A high standard of spoken and written English, paired with good communication skills Experience of and enthusiasm for line management Experience of providing a high level of customer service Experience of working with multiple processes and systems by prioritizing own / other's workload effectively and meet challenging deadlines. Experience of supervising a set of documented processes and procedures. Experience of identifying and implementing of process improvements. Experience and an understanding of issue and risk management and mitigation Ability to work collaboratively with colleagues in a multi-cultural, transnational context. Ability to work effectively under pressure, to work flexibly and adapt quickly to change. Having good data management and interpretation skills, experience of working with SAP, and writing process / training documentation would also be highly desirable. Report this job advert Don't provide your bank or credit card details when applying for jobs.
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