Our people
Customer Services Group
Customer Services Group comprises four areas:
Programme Office
The Programme Office manages the implementation and realisation of major programmes of work designed to improve the delivery and administration of ESOL examinations and service to customers.
Centre Management Team
The Centre Management team is made up of three Units.
- Centres Support Unit
Centres Support proactively manages the relationship with our centre network.
- Inspections Unit
The Centre Inspections Unit runs a continuous programme of centre inspections, using a world-wide team of inspectors to help ensure that centres adhere to the strictest code of conduct and quality assurance.
- Centre Registration Unit
Centre Registration processes applications from potential new centres, and coordinates the three-year cycle of re-approving centres and re-authorising them to run specific examinations.
Customer Services Team
The Customer Services team is made up of two Units.
- Customer Service Desk
The service desk acts as a first line of support for all general customer queries. - Application Support
This unit provides technical support for our customers in their use of technical systems developed by us (e.g. Connect, online results, online based tests etc.).
Internal Customer Support Unit
This unit provides expertise in the use of ESOL-related technology products, as well as training and support for these systems.
Sarah Corcoran - Director
Before joining Cambridge Assessment in 1989, Sarah Corcoran worked for PA Management Consultants in the field of telecommunications. Prior to that she worked in Education, both as a secondary school Science teacher and as a teacher of English as a Foreign Language.
Sarah has held a range of positions within our organisation including Operations Manager, Subject Officer and Project Manager. Projects she has managed include the introduction of a new suite of English exams for the Chinese government and the development of ESOL's innovative suite of computer adaptive tests.
Sarah holds a first class degree in Education from the University of Cambridge (specialising in Educational Assessment Theory) and an MBA from the London Business School.
Juliet Wilson - Assistant Director, Customer Services
Juliet Wilson has held a variety of roles in Cambridge ESOL. In her current role as Assistant Director, Customer Services, she has responsibility for customer service and support projects and for policy relating to the Cambridge ESOL Centre network. Before joining Cambridge ESOL in 1998, she taught ESOL to adults and children in the UK, Colombia, Hong Kong and Portugal. Juliet holds a Master’s Degree in TESOL from the Institute of Education, University of London and an Advanced Certificate in Marketing from the Chartered Institute of Marketing.
Sophie Thomson - Head of Programme Office
Sophie Thomson’s role – conducted through a highly skilled team of Project Managers - is to manage the delivery of ESOL's change programme on behalf of business sponsors within ESOL. This includes developing and embedding web-based administration capability, learning management, computer-based testing and on-screen marking. Sophie has been with Cambridge Assessment since July 2005, and specialises in managing change. She is particularly interested in the interface between business departments and software development teams. She brings some 17 years worth of experience in managing technology-led change programmes and software development, and has worked within many organisations in consultancy and internal roles. Sophie holds an Master’s Degree in Modern Languages from Oxford University.
Matt Frowe - Customer Services Manager
Matt Frowe has managerial responsibility for both the ESOL Helpdesk and Application Support teams, supporting Cambridge ESOL's global network of centres in running our examinations.
Matt had extensive experience in customer services, originally in the retail sector before joining Cambridge Assessment's Information Management division in 2001. Matt joined Cambridge ESOL in January 2006, and his role since has been primarily focused on modernising the ESOL Helpdesk operation and improving the level of support and service offered by ESOL Customer Services. Matt is certified in ITIL IT Service Management theory and best practices, as well as possessing various technical qualifications
Sonia Liddiard - Manager, Centre Management
Sonia Liddiard manages the Centre Management Unit (Registration, Support and Inspections) and her purpose is to modernise our centre facing operation, ensuring that Cambridge ESOL centres across the world receive excellent customer service and support. She has extensive experience in teaching languages at all levels. She worked for many years at the University of Siena and it is there that she designed, coordinated and managed a number of teacher training courses for primary and secondary school teachers within the project initiated by the Italian Ministry of Education aimed at giving Italian teachers an ELT qualification.
Sonia Liddiard holds a degree in Sociology with Economics from the University of Nancy (France) and an MA in English Language Teaching with Distinction from the University of Warwick (UK).
