We have an exciting opportunity working within the Supply Chain Customer & Clients Services Team, of a global company, reporting to the Customer & Client Services Manager.

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

The Role

This role exists to be an integral part of the Customer & Clients Services Team, you are responsible for co-ordinating the work of others to ensure front line support of our customer, clients & stakeholders is delivered to high quality standards, consistently, acting as a conduit between the operations and technology teams to facilitate effective and managed solutions to daily workload requests, queries and challenges that impact the customer experience.

Key tasks and accountabilities

• Effectively lead a strong team, supporting them in their day to day activities, driving performance and focusing on embedding a coaching and development structure

• Seek, create, and deliver opportunities through your team and personally to support excellent performance by improving processes, maximising resource, and efficiencies.

• 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

• Analysing daily dashboard statistics ensuring staff productivity is high, with focus on achieving first time resolution

• Compiling accurate reports on team activity

• Controlling workflow to achieve daily department SLA’s

Experience required

• Proven work experience in a similar type of role focused on delivering excellent 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

• Strong sense of urgency in a fast-paced environment

• Prioritising and working to tight deadlines

• Flexible, reliable, and patient

• Quick and critical thinker

• Excellent organisational skills

• Ability to motivate team members and colleagues

• Resilient and able to work under pressure

• Results and targets focused

• A strong desire to support and develop those around you

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.

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.