Senior Customer Services Manager


Paris, FR

Category:  Administration and Customer Services

Job Title: Senior Customer Services Manager

Full-time / Permanent

Location: Paris

Institution: Cambridge Assessment English (Global Network)

Salary: Competitive 

What it is about:

We are seeking a Senior Customer Services Manager to drive performance and enhance a fit for purpose distribution network to achieve high levels of quality assurance in exam administration across the region.

The Senior Customer Services Manager is responsible for the effective performance of an exam distribution network of approximately 600 centres. The post holder will actively support growth in applications and revenue by guaranteeing an impeccable customer journey, leading to greater customer satisfaction and loyalty.

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
  • Organise 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, or equivalent experience
  • CEFR C1 level in English, preferably certified by a Cambridge Assessment English qualification, i.e.  to be able to communicate effectively at a managerial and professional level, to participate with confidence in workplace meetings and to express oneself with a high level of fluency
  • CEFR C1 level in French
  • Experience in team management and ability to remotely manage and motivate a multinational team
  • Strong understanding of Customer Services processes
  • Strong 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 3rd foreign language is desirable, but not essential

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 02/06/2019 and interviews will be held on 20 June 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.



Job Segment: Manager, QA, Quality Assurance, Management, Technology, Quality