Customer Service Assistant in London

We are looking for a Customer Service Assistant to join our award-winning Academic & Professional books division. You will be working in a pivotal support role for a busy department, providing customer service and administrative support across imprints including Bloomsbury Academic, The Arden Shakespeare, and Methuen Drama. This role provides customer service and support on inspection copy and reviews inboxes. In higher education textbook marketing, an inspection copy will be looked over by the lecturer and considered for adoption on their course. By managing inspection copy requests you are helping us achieve the goal of securing sales as well as better understanding our markets through lecturer feedback on our textbooks. Reviews are also essential to generating sales of Bloomsbury Academic & Professional books, influencing both consumers’ and libraries’ purchasing decisions. This role sits in the Academic & Professional Division’s Bloomsbury Digital Resources team and reports into the Senior Customer Services Manager.

The role:

• Day-to-day management of the inspection copies inbox, managing inspection copy requests, companion website access requests and general enquiries.
• Day-to-day management of the academic review’s inbox, sending out review copies to journals, magazines and other media outlets.
• Excerpting published reviews and adding to various databases for use by marketing and sales teams.
• Day-to-day management of the Academic & Professional Division’s general inboxes, answering and rerouting enquiries as needed.
• Customer data (CRM) management, including updating and creating contacts.
• Responding to requests and enquiries from customers and authors efficiently and appropriately per established KPIs.
• Relaying key information from the inbox/es to relevant team members.
• Reporting back to the Global Customer Service Manager, Academic & Professional, on types of enquiry to identify ways of improving customer service and author care.

Knowledge, skills and experience:

• Experience in publishing, marketing or customer service (can include work experience).
• Experience of working in an office environment.
• Excellent organisational and time management skills.
• Outstanding attention to detail.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office, particularly Excel & Word.
• A can-do attitude and enthusiasm for supporting team members and helping customers.
• Experience working with administrative systems and/or databases.

Additional information:

• The role is a full-time, permanent position.
• The role is based at our London office 50 Bedford Square, London, WC1B 3DP, or our Oxford office, Kemp House, OX2 9PH, on a hybrid working pattern of 2 days office based / 3 days home based (or fully office based if preferred). Allocated office days for this role are: Wednesdays and Thursdays.
• As an Assistant role, this position is eligible for Bloomsbury’s Rental Deposit Loan Scheme. To assist candidates who want to start and to establish a career in publishing, Bloomsbury offers an interest‑free rental deposit to support securing somewhere to live. The rental deposit loan can be up to £3,000 and will be paid back over 2 years.

Bloomsbury Benefits:

• Hybrid working pattern of 2 days office based / 3 days home based (or fully office based if preferred).
• 25 days holiday.
• 3.5 days Christmas company holiday.
• Two paid Personal Wellness Days.
• Flexible Fridays – take Friday afternoon off by working an additional 3 hours and 30 minutes earlier in the week.
• Work Anywhere Fortnight – For two weeks of any calendar year. The minimum period for Working Anywhere is one week, the maximum period is two weeks.
• Season Ticket Loan.
• Share Save Scheme.
• AXA Healthcare Plan (Private Medical Insurance).
• Peppy Health App.
• In-house Doctor.
• Eye Care Voucher Scheme.

Bloomsbury is a place where anyone of any background, race, ethnicity, religion, sexuality, gender identity, age, ability, or socio‑economic status can thrive, feel comfortable, and be heard and accepted. We are an equal opportunities employer and welcome applications from all sections of the community. We are willing to make any reasonable adjustments throughout the recruitment process, please flag to the recruitment team if required. Applicants must have the legal right to work in the UK.