HarperCollins Publishers UK

Customer Service Agent

HarperCollins Publishers UK  •  Glasgow, GB (Onsite)  •  2 hours ago
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Job Description

Customer Service Agent

Application Deadline: 15 November 2026

Department: Supply Chain

Employment Type: Permanent

Location: Glasgow

Description

Manage all escalated enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.

Key Responsibilities

  • 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

Skills, Knowledge and Expertise

  • 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 handing customer issues and complaints professionally and efficiently
  • Enthusiastic and proactive
  • Complaint resolution
  • Work collaboratively with relevant stakeholders
  • Organised and efficient
  • Resilient and able to work under pressure
  • Results and targets focused
HarperCollins Publishers UK

About HarperCollins Publishers UK

A history stretching back over 200 years, HarperCollins is the second largest consumer book publisher in the world. Here at HarperCollins UK, we publish around 1,500 books a year for readers of all ages and interests.

Our bestsellers include Bernard Cornwell, Adele Parks, Jonathan Franzen, David Walliams, and Chimamanda Ngozi Adichie. Memoirs of British prime ministers. Hilary Mantel’s Wolf Hall trilogy. George R. R. Martin’s A Song of Ice and Fire series. And legendary titles by legacy authors J.R.R. Tolkien, Agatha Christie and C.S. Lewis.

We’re home to the most iconic bears, Paddington, Rupert and Winnie-the-Pooh, and Judith Kerr, Rob Biddulph and Michael Morpurgo, Mr Men & Little Miss, Thomas & Friends and Minecraft for our younger readers.

As the only UK publisher to release audio versions of all our new fiction, narrative non-fiction and children’s books at the same time as their print publication, we publish 700 audio books every year. In a unique partnership with the Royal National Institute for the Blind, our complete catalogue is free for their members.

Collins Learning, our education division is a pioneer in reference publishing. We develop market-leading dictionaries, atlases and bibles. And our state-of-the-art online learning platforms supplement our award-winning books for primary and secondary school students.

Brothers James and John Harper founded J. and J. Harper in 1817. By 1825, their small printing shop had become the biggest publisher in New York City. As Harper & Row in 1987, it was acquired by News Corporation. In 1990, we became HarperCollins after acquiring William Collins & Sons, founded in Glasgow in 1819.

We have offices in London, Honley, Manchester, Glasgow and Dublin. In London, we’re in The News Building with News UK companies. Keeping our historic connection to Glasgow, we’re also based in the Robroyston district where each week, our distribution centre sends 3 million books around the world.

Industry
Unknown
Company Size
201-500 employees
Headquarters
London, GB
Year Founded
1817
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