Customer Service Assistant

Education changes lives forever. It broadens horizons, breaks down barriers, and fires imaginations. Like the University of Oxford of which we are a part, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our mission. It is why 100% of the money we make is reinvested into education and research. It is why we all care deeply about reaching more people, in more places, with world-class learning and research materials and services.

ABOUT THE ROLE

This role operates on a working pattern on a full-time basis of 35 hours per week between the hours of 08:00 – 18:00 e.g. 8am to 4pm, 10am to 6pm.

Our customer service team is essential in supporting OUP’s mission, by providing an exceptional level of service to our global customer base. To ensure we can provide this level of service in a time-efficient manner, we’re looking to recruit for our customer service team – and this is where you can make your mark.

We are looking to recruit a new Customer Service Assistant who will be working within our large team responsible for providing customers with efficient, quality pre and after sales service. Customers may include booksellers, educational establishments, OUP authors, private individuals or English language schools. You will also spend some time navigating and troubleshooting within a platform environment.

Key responsibilities include:

• Providing technical support and onboarding support for our online digital products
• Responding to a variety of customer queries within service level timeframes
• Administrative and operational activities associated with order processing
• Identifying and recommend continuous improvement opportunities
• Processing customer orders efficiently and to a high degree of accuracy

We operate a hybrid working policy that requires a minimum of 2 days per week in the Kettering office.

ABOUT YOU

You will have:

• A strong focus and an understanding of the importance of quality customer service
• Some customer service experience is desirable
• An aptitude for attention to detail
• Experience troubleshooting issues

BENEFITS

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

Please see our Rewards and Recognition page for more information.

QUERIES

Please contact grace.mcfadyen@oup.com with any queries relating to this role.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.