Senior Customer Services Manager

Location: 

Paris, FR

Category:  Administration and Customer Services

Job Title: Senior Customer Services Manager

Full-time / Permanent

Location: Paris

Institution: Cambridge Assessment English (Global Network)

 

What it is about:

Reporting to the Regional Operations Head Europe & North Africa, the Senior Customer Services Manager will be responsible for the effective and prompt management of an exam distribution network of about 750 centres. The post holder will actively support growth in candidature and revenue by guaranteeing an impeccable customer journey, leading to greater customer satisfaction and loyalty, by managing and enhancing a fit for purpose distribution network and by achieving high levels of quality assurance in exam administration across the region.

 

What you will be doing:

  • Championing the consolidation of our Customer First strategy in Europe and North Africa, in close collaboration with the Regional Operations Head and senior regional teams
  • Managing the Customer Services team (5 people of whom 3 direct reports) to ensure overall goals are achieved consistently
  • Managing customer experience to enhance interaction between our organisation and its stakeholders as well as customer satisfaction and loyalty
  • Organize the handling of customer calls, requests and inquiries to achieve customer satisfaction and increase customer loyalty
  • Directly handling more complex customer queries while listening to all our customers
  • Assess customer satisfaction through direct observation, surveys and discussions with Customer Services team and other colleagues
  • Coordinating all our quality assurance procedures to ensure all Cambridge Assessment English standards are met
  • Supporting the professional development of Customer Services teams to enhance their performance by ensuring appropriate training is available and any other necessary means

 

 

What we are looking for:

  • Bachelor’s degree in consumer, business or management studies
  • Certified CEFR C2 level in German, French and English
  • Experience in team management and ability to remotely manage and motivate a multinational team
  • Strong understanding of Customer Services processes
  • At least 5 year-recent experience within a Customer Services environment
  • Ability to coordinate activity across a wide area of work and to a large number of customers
  • Able to manage a budget
  • Strong ability to analyse, summarization and has critical thinking
  • Excellent information management skills
  • Very organised and multi-tasker
  • Excellent written and oral communication skills
  • Very good working knowledge of MS Office products
  • Command of a 4th foreign language will be appreciated

 

Who we are:

Cambridge English Language Assessment (www.cambridgeenglish.org) is a division of Cambridge Assessment (www.cambridgeassessment.org.uk), a not-for-profit department of University of Cambridge. We develop and produce the most valuable range of qualifications for learners and teachers of English in the world. Over 5 million people in 130 countries take our exams every year. Around the world over 20,000 universities, employers, government ministries and other organisations rely on our exams and qualifications as proof of English language ability. 

 


To find out more about this role please view the job description or to apply, please upload your covering letter and CV, all in three languages: German, French and English.


As part of your recruitment process you may be required to undergo a background screening. This will be carried out by our selected supplier, Credence Background Screening Limited 

 

We know that diversity of thinking, backgrounds and approaches leads to innovation and creates an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 31/12/2018 and interviews will be held on 30 January 2019.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

 

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER


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