Job Purpose

• To deliver outstanding levels of service to customers and clients through the effective and efficient resolution of their issue or enquiry regardless of source or media.

Key Accountabilities

• Provide first line assistance to customers for digital support queries/issues via phone and email working within our Service Level Agreement for support enquiries.

• Pro-actively contact digital content users to identify any potential issues regarding usage to ensure a high level of renewal rates are achieved.

• Investigate and resolve user issues, liaising with other support teams/content departments to achieve a resolution within our Service Level Agreements.

• Processing of orders from customers and clients via a variety of media maintaining accuracy and efficiency and completing the tasks in line with Service Level Agreement.

• Answering of enquiries from customers and clients via a variety of media in line with Service Level Agreement with a concentration on ‘first contact resolution’ in an appropriate style.

• Complete associated administrative tasks associated with orders, enquiries, deliveries and invoices.

• Meet targets set by and regularly reviewed by the business to ensure the efficient and cost effective running of the department.

• Ability to assist any area of the business, with a view to ensuring that the whole Customer Service team hits their targets.

Skills & Experience

• Experience working in customer service/service led environments.

• Delivers results to target within timescales and within departmental behaviours.

• Ability to focus on accuracy and delivering a high standard of work.

• Experience of building relationships with customers and colleagues, and communicating clearly to deliver excellent service.

• Experience of working in teams with shared targets and goals.

• Experience of delivering great service both verbally and in writing.

• Ability to meet the needs of clients and customers in line with HCP values and service focus.

• Ability to prioritise and plan their daily workload, where appropriate.

• Ability to form a persuasive argument to colleagues based on a customer’s commercial or brand importance value.

• Ability to think about costs in relation to a particular service activity.

If you wish to discuss anything regarding this position and/or your application to this role, please reach out directly to our Senior Recruitment Manager at Kally.simmonds@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.