Details
- Employment Type: Full time 2 Year Fixed Term Contract
- Location: Hybrid – Glasgow, UK (4 days per week in the office, 1 day from home subject to successful completion of probation.)
- Team: Supply Chain
- Seniority: Junior
- Closing: 10:44am, 4th Jun 2026 BST
The Company
HarperCollins is one of the UK’s largest multi-platform publishers with over 200 years of history. We publish a wide range of books across multiple genres and from some of the world’s foremost authors, from Nobel prize-winners to worldwide bestsellers. The distribution operation in Glasgow despatches around 110 million books globally each year and provides full order‑to‑cash services for a variety of third‑party clients.
Job Description
We have an exciting opportunity working within the Supply Chain Customer Services team of a global company. Training will be provided as you learn and develop into the role. Customer Service Agents play a key role in our team to manage a range of enquiries 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 handling 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
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 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
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