Customer Service Assistant

We are looking to recruit a new Customer Service Assistant to join one of our five customer service teams. Responsible for ensuring that we deliver exceptional customer service within defined service levels, this role provides customers with efficient, quality pre and after sales service online and via the telephone. Problem solving is also key in the role as you will spend some time navigating and troubleshooting within our platforms.,

• Respond to customer enquiries received via telephone, email, chat, social media or via one of our online platforms.


• Serve as the first point of contact for customers seeking technical assistance with their online products and subscriptions.


• Process customer orders efficiently and accurately using SAP and Advantage.


• Achieve personal productivity targets to ensure departments service levels are met.


• Develop and maintain positive working relationships with our key internal stakeholders.


• Identify and recommend continuous improvement opportunities to enhance service and/or department efficiency.


This is a full-time role (35 hours per week) working Monday - Friday between 08:00 - 18:00, hours to be agreed.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Kettering office.

We are looking for a dynamic candidate who is passionate about delivering exceptional customer service.

To be successful in this role you will ideally:

• Have experience in an office-based Customer Service environment.


• Have experience troubleshooting customer service issues.


• Have confidence in navigating multiple digital products, apps and websites and an aptitude for learning systems and processes quickly.


• Be a positive and inquisitive team player with an eye for detail.


• Communicate effectively, both written and verbal, with the ability to easily build rapport with customers and internal colleagues.


• Be self-motivated, confident, and organised with a can-do attitude whilst working in a hybrid environment.
  
  Education changes the lives forever. It broadens horizons, breaks down barriers, and fires imagination. Like the University of Oxford of which we are a part, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our mission. It is why 100% of the money we make is reinvested into education and research.


Our extensive UK and export business is serviced from our Distribution Centre in Kettering (UK) where we have the following exciting opportunity to join us in this permanent position.

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.