Customer Service Specialist

HarperCollins Publishers

  • Team: Customer Service
  • Location: Glasgow, UK
  • Closing: 11:59pm, 27th Oct 2021 BST

Perks and benefits

Healthcare
Retirement benefits
Wellness programs
Enhanced maternity and paternity leave
Extra holiday
Professional development
Mentoring/coaching
Cycle to work scheme

Candidate happiness

8.78 (13018)

Job Description

The purpose of the Customer Service Specialist position is to ensure quality services to both customers and clients, work as part of a Customer Support Team managing a range of second line support services.

Key Accountabilities

  • Making system changes to discounts in line with work instructions

  • Responsibility for department compliance to internal and external audits and compliance to ISO accreditation.

  • Monitor and analysis of daily workload across Customer Service to ensure all SLA’s are achieved each day.

  • Review of working practices/processes and documentation of departmental work instructions

  • Customer escalations – ability to investigate complaints and customer enquiries by interrogating all Supply Chain Systems to determine cause and achieve a quality resolution

  • Responsibility for testing new IT developments/system changes on behalf of the dept

  • Responsibility for providing training to CS Team Members, and specifically responsibility for implementation of new developments or system changes

  • Analysis and reporting of customer satisfaction statistics

  • Creation and maintenance of customer bibles/specifications

  • Knowledge of export marketplaces, freight and customers clearance requirements current/post Brexit

  • Validation and uploads of digital sales/consignment sales

  • Capture of accurate VAT information

  • Provide cover for the management team – skills development and succession planning This list

Core competency requirements/Person Specification

  • Experience of working in service led environments

  • Customer service experience

  • Experience of building relationships and rapport with customers and colleagues to deliver excellent service 

Skills / Competencies

  • Ability to communicate concisely and clearly

  • Team work

  • Organised and able to prioritise effectively

  • Knowledge of MS packages such as Excel, Word, Powerpoint

Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Start your de-biased application

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Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Start your de-biased application