HarperCollins Publishers UK
Customer Service Team Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Supply Chain Manager – Customer & Client Services
Location: Glasgow Application Deadline: 26 July 2026 (Please note: This vacancy may close early based on application volume. Early application is encouraged.)
About the Role
This integral position is based within the Customer & Client Services Team. The successful candidate will:
- Coordinate team efforts to deliver high-quality frontline support to customers, clients, and stakeholders.
- Bridge communication between operations and technology teams to resolve daily challenges affecting customer experience effectively.
Key Responsibilities
- Leadership & Team Coaching
- Direct and support a team, focusing on performance, coaching, and structured development.
- Process Improvement & Efficiency
- Identify and deliver opportunities to enhance performance through resource optimisation and workflow refinements.
- Customer Issue Resolution
- Own customer complaints, escalations, and issues confidently and promptly, escalating where necessary.
- Empower the customer service experience through proactive problem-solving.
- Data-Driven Consistency
- Maintain accurate records of customer interactions and service actions.
- Analyse daily dashboards to ensure team productivity and first-time resolution rates.
- Compile weekly reports on team performance and workflow activity.
- SLA Compliance & Workflow Management
- Manage workloads to achieve daily departmental service-level agreements (SLAs).
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Skills, Knowledge & Expertise
Essential:
✅ Proven experience in a customer service- or client-facing managerial role, demonstrating excellence in service delivery. ✅ Deep knowledge of management techniques, team coordination, and process optimisation. ✅ Experience working closely with stakeholders and resolving technical/operations-related challenges. ✅ Strong track record in handling customer complaints and escalations professionally and efficiently. ✅ Ability to prioritise workloads and meet tight deadlines in a high-pressure environment.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Ideal Additional Attributes:
✔ Adaptability and reliability when managing unforeseen service demands or emergencies. ✔ Exceptional critical thinking to deliver creative, data-backed solutions. ✔ Strong organisational skills with a results-and-target-oriented mindset. ✔ Coaching mindset to develop and motivate team members towards shared success. ✔ Emotional resilience to thrive under pressure while maintaining professionalism. ✔ Collaborative approach to bridge gaps between operations, technology, and service delivery.
next steps
For inquiries regarding this Supply Chain Manager (Customer & Client Services) role** or your application, please contact recruitment@harpercollins.co.uk. ➤ Subject Line: ‘Vacancy Query’ – Supply Chain Manager We aim to respond within 5 working days.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills