Customer Services Assistant, Bloomsbury

Customer Services Assistant - BP (Bloomsbury Professional) & BDR (Bloomsbury Digital Resources)

The opportunity

Bloomsbury Publishing 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

Reporting to the Senior Customer Service Manager, 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. Ultimately 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

Contact point for all customer queries/technical support queries and technical support contact to Account Managers.

Report access issues and work on fixes/testing if necessary with a third party platform provider.

Sales support as needed, running usage stats in particular.

Set up renewals/access fees.

Set up trials for Account Managers/directly for customers in SAMS/Salesforce.

Set up access for all products via requests from editorial/marketing for individuals (gratis/trial access).

Answer queries received via general online product inboxes.

Deal with queries as first point of contact for “contact us” forms from the various digital platforms.

Provide administrative support as needed, including making sure information is correct and up to date on internal systems.

Send Bloomsbury Professional web orders and telesales orders to the distributors.

Liaising with distributors, printers and other departments to resolve queries and complaints.

Processing missing pages, liaison with printer/distributor.

Processing Legal Deposit requests.

Tracking stock levels.

Raising invoices for Open Access products.

The involvement in various projects and migrations.

Knowledge, skills and experience

Proven experience with customer service

Attention to detail and strong problem solving abilities

Excellent verbal and written communication skills

Additional informationThe role is a part-time 30 hours a week, permanent position with a salary of £22,000 pro-rata

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.

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

2 Personal Wellness Days

**Other Benefits**:
Flexible Fridays - take Friday afternoon off by working an additional 3 hours and 45 minutes earlier in the week

Season Ticket Loan

Sharesave Scheme

In-house Doctor

Eyecare Voucher Scheme

That Day - access to complementary wellness workshops

Company culture - Employee Voice Meetings, Staff Networks (BAME, Disability, Mental Health, LGBTQ+ and Parents, Guardians and Carers), 12 Mental Health First Aiders trained across the UK offices, Publishing Events and access to free Publishing Resources

For additional benefits see below

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