We have an exciting opportunity working within the Supply Chain Customer Services team of a global company.

Training will be provided as you learn and develop into the role.

Customer Service Agents play a key role in our team to manage a range of enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.

Key tasks and accountabilities

• Processing orders and taking calls from our customers when needed

• Taking ownership of customer issues, escalations, or complaints in a professional and timely manner

• Enhancing customer service experience wherever possible

• Keeping accurate records and documenting customer service actions

• Managing volumes to achieve daily department SLA’s

Experience required

• Proven work experience in a similar type of role focused on customer service

• Excellent knowledge of management methods and techniques

• Experience working closely with clients and customers

• Experience handing customer issues and complaints professionally and efficiently

Skills required

• Enthusiasm and proactive

• Complaint resolution

• Work collaboratively with relevant stakeholders

• Organised and efficient

• Resilient and able to work under pressure

• Results and targets focused

The Company

HarperCollins is one of the UK’s largest multi-platform publishers with over 200 years of history. We publish a wide range of books across multiple genres and from some of the world’s foremost authors, from Nobel prize-winners to worldwide bestsellers.

The distribution operation in Glasgow despatches around 110 million books globally each year and provides full order-to-cash services for a variety of third-party clients.

At HarperCollins, we value authenticity and integrity in our recruitment process. To ensure a fair and accurate evaluation of all applications, we ask that all responses to assessment questions reflect your own thoughts, experiences, and capabilities.  This allows us to fairly assess your knowledge, skills, and experience to determine how they align with the role. We value diverse perspectives and genuine contributions, even if answers are not perfect. The use of AI tools or external assistance to generate responses is discouraged unless explicitly permitted for specific tasks.

Benefits

• Hybrid working model (4 days in the office)

• 27 days holiday plus bank holidays

• Private healthcare cover and life assurance

• Summer Hours 

• Free access to employee assistance programme (24 hour helpline), mental health first aiders, and a wellbeing portal

• Employee networks: HC All In (open forum), Elevate (for ethnic minority colleagues), HarperParents, Menopause at Work, Pride at HC, Social Mobility Network and Neurodiversity at Work

• Unlimited training on our Learning and Development portal

• Virtual GP and eyecare vouchers

• Gym membership discount

• Charitable donation matching and 2 volunteering days

• We're a certified Carbon Neutral company

• Free e-books and audiobooks, newspaper subscriptions and discounts on books

• Subsidised canteen and retail discounts

• Onsite prayer room 

If you wish to discuss anything regarding this position and/or your application to this role, please reach out directly to suzanne.dott@harpercollins.co.uk with subject heading ‘Vacancy Query’ plus the job title and we will aim to get back to you within 5 working days.

Please note, if you are interested in the role you would need to submit your application via Applied. We do not accept email applications.