Hachette UK Distribution
Customer Service Advisor
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Who we are and what we do
At Hachette UK Distribution we provide leading-edge fulfilment and warehousing services to over thirty publishers, specialising in a wide variety of sectors including trade, illustrated, educational, academic, professional and children’s books. With over 80 million units despatched annually, we’re committed to our mission of making it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.
In our Customer Services team, you will work closely with our publishers and our trade, education and academic customers to provide them with a ‘best in class’ service experience.
Hachette UK Distribution is part of the Hachette UK publishing group.
What you'll be doing
On a typical day you will be responding to emails and telephone calls, processing orders, coordinating deliveries, organising collections with carriers, investigating claims (e.g. shortages, damages), and issuing refunds as well as other general administration tasks.
You will be working to ensure all targets are met, demonstrating growth mindset by working with your team leader to identify and promote change that improves customer and publisher experience, and ensures that continued high standards of quality and productivity are delivered.
In this role, you work on different tasks within your team and across teams, when there is a need to support other areas. You will also work closely with Operational and Credit Service colleagues when investigating and resolving publisher and customer issues.
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This role offers the opportunity to become an essential part of a leading Customer Services team and gain lots of experience regarding distribution and elements of the publishing industry.
Following your initial training period, which will be based in our offices in Didcot, Oxfordshire, you will be able to make the most of the current hybrid working model (minimum 2 days per week in the office). The hours will be 9am to 5pm (35 hours per week) with a one-hour lunch break working Monday to Friday.
Who we are looking for
Do you strive to provide outstanding service with a personal touch? Do you exceed expectations by taking ownership and being solution-focused? Do you want to build strong and trusted relationships? If so, we would love to hear from you.
Why should you be excited about this opportunity? Well, Hachette UK Distribution has seen real growth in the past 5 years; moved into a new state of the art facility and has built a reputation for being ‘best in class’ in our industry.
Are you interested? Then read on to find out more!
You will live and breathe our Customer Service Vision and have a passionate and proactive approach to delivering excellent customer service. You will enjoy liaising with, and collaboratively working with, the Operations team and Credit Services team as well as our client publishers to resolve issues and proactively seek to continuously improve processes and procedures.
It is highly likely that you will already have proven experience of working in the following roles and/ or industries: Hospitality, Retail, Customer Service Advisor, Customer Service Assistant, Customer Account Manager, Customer Support, Customer Care Advisor, Complaints Handler, Customer Experience, Customer Excellence, Telesales, Call Centre.
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What we offer
Our people are our greatest asset and our benefits reflect this. Therefore, we offer an extensive list of benefits that include:
- 35 days annual holiday including Bank Holidays
- Pension Plan and Life Assurance schemes
- Company enhanced family policy including maternity, paternity and shared parental
- Reward programme giving discounts, savings and cash back at numerous retailers
- 2 Community Days per year
- Cycle to Work scheme
- Eye care vouchers
- Generous discounts on books we publish
- Mental Health First Aiders / Champions and an Employee Assistance Programme (EAP)
- Wide-ranging training library
- Development Programmes including Mentoring
- Staff Events
- Many employee networks to join
- Free onsite parking
- Free tea and coffee
Our commitment
Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.
If you are shortlisted and need us to make any adjustments to help you attend your interview, please let us know.
We will notify all candidates of the outcome of their application.
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