HarperCollins Publishers UK
Customer Service Team Manager
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Application Deadline: 21 August 2026
Department: Supply Chain
Location: Glasgow
Description
Please note this vacancy may close before the deadline, subject to the volume of applications received. We encourage you to apply as soon as possible.
This role exists to be an integral part of the Customer & Clients Services Team, you are responsible for co-ordinating the work of others to ensure front line support of our customer, clients & stakeholders is delivered to high quality standards, consistently, acting as a conduit between the operations and technology teams to facilitate effective and managed solutions to daily workload requests, queries and challenges that impact the customer experience.
Key Responsibilities
- Effectively lead a strong team, supporting them in their day to day activities, driving performance and focusing on embedding a coaching and development structure
- Seek, create, and deliver opportunities through your team and personally to support excellent performance by improving processes, maximising resource, and efficiencies.
- 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
- Analysing daily dashboard statistics ensuring staff productivity is high, with focus on achieving first time resolution
- Compiling accurate reports on team activity
- Controlling workflow to achieve daily department SLA’s
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Skills, Knowledge & Expertise
- Proven work experience in a similar type of role focused on delivering excellent customer service
- Excellent knowledge of management methods and techniques
- Experience working closely with clients and customers
- Experience handing customer issues and complaints professionally and efficiently
- Strong sense of urgency in a fast-paced environment
- Prioritising and working to tight deadlines
- Flexible, reliable, and patient
- Quick and critical thinker
- Excellent organisational skills
- Ability to motivate team members and colleagues
- Resilient and able to work under pressure
- Results and targets focused
- A strong desire to support and develop those around you
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If you wish to discuss anything regarding this position and/or your application to this role, please reach out directly to recruitment@harpercollins.co.uk with subject heading ‘Vacancy Query’ plus the job title and we will aim to get back to you within 5 working days.
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