Customer Service Representative, Digital Resources Support

4 weeks ago

Oxford, Oxfordshire, United Kingdom Bloomsbury Publishing Plc Full time

The Opportunity

Bloomsbury Publishing Plc is a leading independent publishing house, established in 1986, with authors who have won the Nobel, Pulitzer and Booker Prizes, and is the originating publisher and custodian of the Harry Potter series. Bloomsbury has offices in London, New York, New Delhi, Oxford and Sydney. Within Bloomsbury's Academic division, it publishes under Bloomsbury, as well as under a number of prestigious and historic imprint names.

The Role

The Customer Service Assistant will act as a liaison between customers and various internal departments including Sales, Finance and Marketing, working diligently to resolve any emerging issues that our customers might face and aiming for the highest degree of accuracy and efficiency. This position will ensure that every customer and account receives the highest level of service by responding quickly and efficiently to customer inquiries, maintaining high levels of customer satisfaction and reflecting well upon the Bloomsbury brand.

Key Responsibilities

  • Process all orders in SAMS/SalesForce.com, including setting up opportunities and accounts on both systems.
  • Contact point for all customer queries/technical support queries and tech support contact to Account Managers.
  • Report access issues and work on fixes/testing if necessary with a third-party platform provider.
  • Process daily order file from GOBI/ProQuest.
  • Work with our school partners JCS to raise monthly invoices for our shared customers.
  • Set up access for all products via requests from editorial/marketing for individuals (gratis/trial access).
  • Provide MARC record updates to customers as needed.
  • Answer queries received via general online product inbox.
  • Deal with all queries as the first point of contact for "contact us" forms from all digital platforms.
  • Provide administrative support as needed, including ensuring information is correct and up to date on all internal systems.
  • Liaise with customers on license agreements, sometimes coordinating with third-party partners.

Requirements

  • Demonstrated experience with customer service.
  • Attention to detail and strong problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Familiarity with a CRM, preferably SalesForce.com, as well as Excel.

Additional Information

The role is a full-time permanent position. The role is based at our Oxford office, Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH on a hybrid-working pattern of 2 days office based / 3 days home based (or fully office based if preferred). Allocated office days for this role are: Wednesday and Thursday.

As an Assistant role, this position is eligible for Bloomsbury's Rental Deposit Loan Scheme. To assist candidates who want to start and establish a career in publishing, Bloomsbury offers an interest-free rental deposit to support securing somewhere to live. The rental deposit loan can be up to £3,000 and will be paid back over 2 years.

Bloomsbury reserve the right to close the role early if we exceed the required number of applications.

Bloomsbury Benefits

As well as a fantastic opportunity to join a global award-winning organisation, Bloomsbury offers the following competitive benefits package:

Working Pattern

  • Hybrid working pattern of: 2 days office based / 3 days home based (or fully office based if preferred).

Holidays

  • 25 days holiday.
  • 3.5 days Christmas company holiday.

Other Benefits

  • Two paid Personal Wellness Days.
  • Flexible Fridays – take Friday afternoon off by working an additional 3 hours and 30 minutes earlier in the week.
  • Work Anywhere Fortnight - For two weeks of any calendar year. The minimum period for Working Anywhere is one week, the maximum period is two weeks.
  • Season Ticket Loan.
  • Share Save Scheme.
  • AXA Healthcare Plan (Private Medical Insurance).
  • Peppy Health App.
  • In-house Doctor.
  • Eye Care Voucher Scheme.

Company culture – Employee Voice Meetings, Staff Networks (Bloom, Accessibility, Mental Health, Pride, and Parents, Guardians and Carers, Multi-Faith) and 21 Mental Health First Aiders trained across the UK offices, Publishing Events and access to free Publishing Resources.

Bloomsbury is a place where anyone of any background, race, ethnicity, religion, sexuality, gender identity, age, ability, or socio-economic status can thrive, feel comfortable, and be heard and accepted. We are an equal opportunities employer and welcome applications from all sections of the community.

We are willing to make any reasonable adjustments throughout the recruitment process, please flag to the recruitment team if required.

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