CX Platforms Administrator

CX Platforms Administrator – Permanent - £44,000 - £46,000

Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.

Our guaranteed independence means we’re free to

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Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact

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Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning

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Think long-term – experimenting, taking risks, and investing in new ideas

About our Team

Our Customer Experience team owns and operates the platforms that power every customer interaction and internal support workflow at Sage — including our customer service ticketing system and AI chatbot tools. We are the people who configure, maintain, and improve these systems directly. Our team connects Technology and Customer Services not by passing work between them, but by being hands-on in the platforms themselves. Together, we are committed to making a meaningful impact in the academic publishing landscape.

Could you be our new Systems Analyst, Customer Experience? Are you?

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Experienced in hands-on administration and configuration of CRM, customer service ticketing, or chatbot platforms in a live operational setting?

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Experienced in owning system workflows end-to-end, configuring, testing, and improving them directly within the platform rather than documenting them for others to action?

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Operationally minded and consider the impact of system changes before making them, and comfortable being the person who carries them out?

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Able to troubleshoot and resolve system issues independently — investigating root causes and implementing fixes directly, rather than escalating to a development team?

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Proficient at reviewing and validating system configurations, and managing user acceptance testing before system changes go live?

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Proficient in SQL — able to query databases, build system reports, and use data to understand platform health and performance?

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Comfortable working across multiple platforms simultaneously, understanding how integrations between them behave and where a change in one system affects another?

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Able to manage competing priorities and work collaboratively across internal teams and external vendors in a fast-paced global environment?

Your new role

As CX Platforms Administrator, you will own the day-to-day configuration, operation, and health of our customer service ticketing system and AI chatbot tools — and the workflows that connect them. You will be the person who makes things work, keeps them reliable, and improves them when they can be better.

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Own the configuration and build of solutions within our CX platforms — including workflows, automations, routing rules, and self-service features — working alongside project analysts and stakeholders to translate requirements into working system setups

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Proactively identify opportunities to improve platform configuration and workflows — and implement those improvements directly, in line with CX projects and strategies

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Ensure system changes and integrations are reliable and low‑risk through planned, detailed testing of systems and workflows.

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Maintain stable, secure, and high‑performing CX solutions through effective administration and preventative maintenance.

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Ensure CX systems consistently deliver accurate, reliable data and high availability, enabling confident reporting and decision‑making.

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Facilitate effective support, onboarding, and continuity by maintaining system configurations and workflow documentation that are clear, up-to-date, and easy to access.

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Safeguard data integrity by running regular validation checks and proactively reviewing data quality trends.

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Maintain user confidence and efficiency by delivering timely, effective support for internal system users and their queries.

Overview of benefits

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25 days annual leave (plus bank holidays) with 2 additional floating personal days.

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Hybrid working up to 2 days per week in office and a home working allowance.

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Life assurance, income protection, and travel insurance.

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Private medical cover and access to the company doctor.

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Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.

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Variety of snacks and beverages available in the office.

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Healthy lifestyle reimbursement and anniversary trips.

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Access to Company loans (season ticket loan, rental deposit loan, cycle loan).

We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application.

We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email humanresources@sagepub.co.uk . Please note we only accept applications via email if an adjustment has been agreed.

Closing date for applications: Monday 29th June 2026

To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.

Diversity, Equity, and Inclusion

At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.