At a Glance
- Tasks: Provide top-notch customer service by handling inquiries, processing orders, and resolving issues.
- Company: Join Hachette UK Distribution, a leader in the publishing industry with a collaborative culture.
- Benefits: Enjoy 35 days holiday, performance pay, and discounts on books plus more!
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team and gain valuable experience in the publishing world.
- Qualifications: Experience in customer service or related fields is a plus; passion for helping others is essential.
The predicted salary is between 20790 - 25410 £ per year.
At Hachette UK Distribution, we provide leading-edge fulfilment and warehousing services to over thirty publishers, specialising in a wide variety of sectors including trade, illustrated, educational, academic, professional and children’s books. With over 80 million units despatched annually, we’re committed to our mission of making it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.
In our Customer Services team, you will work closely with our publishers and our trade, education and academic customers to provide them with a ‘best in class’ service experience.
On a typical day you will be responding to emails and telephone calls, processing orders, coordinating deliveries, organising collections with carriers, investigating claims (e.g. shortages, damages), and issuing refunds as well as other general administration tasks. You will be working to ensure all targets are met, demonstrating a growth mindset by working with your team leader to identify and promote change that improves customer and publisher experience, and ensures that continued high standards of quality and productivity are delivered.
In this role, you will work on different tasks within your team and across teams when there is a need to support other areas. You will also work closely with Operational and Credit Service colleagues when investigating and resolving publisher and customer issues. This role offers the opportunity to become an essential part of a leading Customer Services team and gain lots of experience regarding distribution and elements of the publishing industry.
Following your initial training period, which will be based in our offices in Didcot, Oxfordshire, you will be able to make the most of the current hybrid working model (minimum 2 days per week in the office). The hours will be 9am to 5pm (35 hours per week) with a one-hour lunch break working Monday to Friday.
Do you strive to provide outstanding service with a personal touch? Do you exceed expectations by taking ownership and being solution-focused? Do you want to build strong and trusted relationships? If so, we would love to hear from you.
Hachette UK Distribution has seen real growth in the past 5 years; moved into a new state of the art facility and has built a reputation for being ‘best in class’ in our industry. You will live and breathe our Customer Service Vision and have a passionate and proactive approach to delivering excellent customer service. You will enjoy liaising with, and collaboratively working with, the Operations team and Credit Services team as well as our client publishers to resolve issues and proactively seek to continuously improve processes and procedures.
It is highly likely that you will already have proven experience of working in the following roles and/or industries: Hospitality, Retail, Customer Service Advisor, Customer Service Assistant, Customer Account Manager, Customer Support, Customer Care Advisor, Complaints Handler, Customer Experience, Customer Excellence, Telesales, Call Centre.
Our people are our greatest asset and our benefits reflect this. Therefore, we offer an extensive list of benefits that include:
- 35 days annual holiday including Bank Holidays
- Performance Related Pay with a clear development path to achieve salary increases
- Pension Plan and Life Assurance schemes
- Company enhanced family policy including maternity, paternity and shared parental
- Reward programme giving discounts, savings and cash back at numerous retailers
- 2 Community Days per year
- Cycle to Work scheme
- Eye care vouchers
- Generous discounts on books we publish
- Mental Health First Aiders / Champions and an Employee Assistance Programme (EAP)
- Wide-ranging training library
- Development Programmes including Mentoring
- Staff Events
- Many employee networks to join
- Free onsite parking
- Free tea and coffee
Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds. If you are shortlisted and need us to make any adjustments to help you attend your interview, please let us know. We will notify all candidates of the outcome of their application.
Customer Service Advisor employer: Hachette UK Distribution Limited
Hachette UK Distribution is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and development. With a commitment to providing 'best in class' customer service, employees benefit from extensive training opportunities, generous holiday allowances, and a supportive environment that encourages personal growth. Located in Didcot, Oxfordshire, the company fosters a collaborative atmosphere where team members can thrive while enjoying the perks of hybrid working and a range of employee benefits.
Contact Details:
Hachette UK Distribution Limited 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 Hachette UK Distribution Limited. 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 Hachette UK Distribution Limited 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 Hachette UK Distribution Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hachette UK Distribution Limited 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 Hachette UK Distribution Limited!
How to prepare for a job interview at Hachette UK Distribution Limited
✨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.
