At a Glance
- Tasks: Support customers and resolve complex enquiries in a fast-paced environment.
- Company: Join a leading company transforming knowledge into impactful solutions.
- Benefits: Competitive salary, professional development, and meeting-free Friday afternoons.
- Other info: Opportunities for growth and a culture that values your ideas.
- Why this job: Make a real impact while building relationships and solving problems.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 38250 - 46750 £ per year.
Job
Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact.
Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning.
We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.
About the
Role: We're hiring an Associate Advisor to join our Customer Service team in Bognor Regis.
This is a Tier 2 customer service role supporting customers, internal stakeholders, third-party partners, and our offshore service teams.
You'll take ownership of complex enquiries and escalations, working across multiple systems and departments to investigate issues, identify solutions, and deliver positive customer outcomes.
We're looking for someone who thrives in a fast-paced environment, enjoys solving problems, and builds strong relationships across teams.
You'll be encouraged to use AI tools, automation, and technology to maintain efficiency & service quality, and deliver an excellent customer experience.
Key Responsibilities
- Act as a Tier 2 escalation point for complex customer enquiries and service issues.
- Support and collaborate with our offshore Customer Service teams, providing guidance and feedback where needed.
- Manage customer orders, credits, quotations, account maintenance requests, and operational queries.
- Investigate and resolve delivery, invoicing, pricing, shipping, and order-related issues.
- Build strong relationships with customers, sales teams, distribution partners, and internal stakeholders.
- Identify opportunities for process improvements, automation, and service enhancements.
- Use approved AI tools and business systems in line with business demands.
- Support training, testing, and knowledge-sharing activities across the team.
- Required
- Customer service, administration, retail, hospitality, or other customer-facing experience.
- Strong communication and problem-solving skills.
- Experience managing customer issues or escalations.
- Ability to work across teams and build effective relationships.
- Strong attention to detail and organisational skills.
- Confidence learning new systems and technology.
- Comfortable utilising AI tools and understanding basic automation processes in day-to-day work.
We power infinite possibilities.
For more than 200 years, we've transformed knowledge into discoveries that shape the world.
Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere.
We're not just observers of progress.
We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.
Here, your talent matters.
Your ideas have room to grow.
And your work creates breakthroughs that can change everything.
Wiley is an equal opportunity/affirmative action employer.
We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws.
Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities.
Applicants who require accommodation to participate in the job application process may contact for assistance.
We are proud that our workplace promotes continual learning and internal mobility.
We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package.
The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain.
It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to geographic location, skills, and competencies.
- Salary Range: 25,353.25 GBP to 30,584.41 GBP
- #J-18808-Ljbffr
Customer Service Advisor employer: 3310 John Wiley & Sons Ltd.
Wiley is an exceptional employer that champions bold ideas and diverse perspectives, fostering a culture where your curiosity and ambition can drive meaningful impact. Located in Bognor Regis, our Customer Service team thrives in a fast-paced environment, offering opportunities for professional growth through continual learning and internal mobility. With benefits like meeting-free Friday afternoons and a commitment to fair compensation, we empower our employees to innovate and excel while building strong relationships across teams.
Contact Details:
3310 John Wiley & Sons Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 3310 John Wiley & Sons Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 3310 John Wiley & Sons Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 3310 John Wiley & Sons Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at 3310 John Wiley & Sons Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 3310 John Wiley & Sons Ltd.!
How to prepare for a job interview at 3310 John Wiley & Sons Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
