Digital Support Advisor

HarperCollins Publishers

  • Team: Collins Learning
  • Salary: Permanent
  • Location: Honley
  • Closing: 5:00pm, 30th Nov 2021 GMT

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

8.77 (13648)

Job Description

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.

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

Applications closed Tue 30th Nov 2021

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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