Customer Service Telephony Manager

Job Title: Customer Services Telephony Manager

Salary: £35,200 - £45,700

Location: Cambridge, UK - Hybrid (at least 2-3 days per week in the office) 

Contract: Permanent

Hours: Full time (35 hours per week) 

We are seeking a detail-oriented Telephony Managerto support the day-to-day operations of our customer service communication systems. In this role, you will be responsible forthe routine maintenance and administrative upkeep of the telephony platforms used by Cambridge University Press & Assessment. 

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 our Telephony Manager, your primary focus is to ensure the steady-state operation of our contact centre telephony systems. You will handle user requests, monitor system performance, and perform the necessary administrative tasks to keep our global communication channels functioning effectively.

In this role, you will be responsible for the routine maintenance and administrative upkeep of the telephony platforms used by Cambridge University Press & Assessment. Our CS teams are global, working across time zones.

Key Responsibilities and Accountabilities: 

Maintain overarching accountability for CUPA's telephony infrastructure- currently 8x8- by delivering high-quality technical support and system administration to all Customer Services teams across CUPA. 

• System Maintenance:Performing routine administrative tasks across cloud telephony platforms, including IVR updates, call routing adjustments, and managing user profiles. 
• Service Desk Support:Acting as the first point of contact for telephony-related issues, managing incident tickets, and coordinating with IT to resolve hardware or software glitches. 
• Documentation & Reporting:Maintaining accurate records of phone numbers, user licenses, and hardware inventory; generating standard weekly/monthly KPI reports for management. 
• Vendor Liaison:Managing contracts, invoices, renewals, and acting as the administrative point of contact for external telephony providers and carriers. 
• Provisioning:Setting up new users, configuring routing, and onboarding staff onto telephony platforms across different business units. 
• Compliance Support:Assisting with regular audits to ensure call recording storage and user access levels meet GDPR and security guidelines. 
• Incident Management:Owning telephony-related incidents end to end, including prioritisation, escalation, root cause analysis, and coordination with internal teams and vendors to ensure timely resolution and minimal service disruption. 
• Performance & Service issues andproducing detailed operational and service performance reports (e.g. incident trends, call quality metrics, SLA adherence), identifying recurring issues, and providing insights and recommendations to support continuous improvement. 

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition. 

About You   

 
You will excel in this role if you are highly organized, enjoy troubleshooting technical issues, and have a "service-first" mindset when supporting internal teams.

Essential Criteria:

• Proven experience in an administrative or support rolewithin a contact centre environment. 
• Familiarity with basic telephony components (how IVRs work, SIP, VoIP, and call recording software). 
• Stakeholder management skills- working with the leads of the different support functions across Cambridge. 
• Strong organizational skills with the ability to manage multiple support tickets and administrative deadlines. 
• Experience in data entry and reportingusing Excel or similar tools. 
• Ability to communicate technical instructions clearly to non-technical staff members. 

If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirablecriteria: 

Desirable Criteria: 

• Experience using specific platforms (e.g., Avaya, 8x8, Genesys, or Amazon Connect). 
• Experience with tools such as JIRA, Confluence, Trello etc. 
• Previousexperience processing invoices or tracking departmental budgets. 
• Basic understanding of telecoms regulations and data privacy.

For a detailed job description, please refer to the link at the bottom of the advert on our careers site.

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.

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.ukwebsite for guidance to understand your own eligibility based on the role you are applying for.

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 x annual salary  
• Green travel schemes

Ready to pursue your potential? Apply now. 

We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 7 August 2026. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from the week commencing 28 August 2026.

If you are shortlisted and progressed through the stages, you can expect:

• Initial and final stage virtual interviews via MS Teams.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. 

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

We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter. 

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is 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 is 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.