Job Description

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
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 HeadSpace, 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 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.

Skills Required