At a Glance
- Tasks: Provide top-notch customer service and support to our global client base.
- Company: Join Hachette UK Distribution, a leading book distribution company in the UK.
- Benefits: Enjoy 35 days holiday, discounts on books, and a supportive work environment.
- Other info: Join a diverse team committed to excellence and continuous improvement.
- Why this job: Be part of a dynamic team in a state-of-the-art facility with real growth opportunities.
- Qualifications: Experience in customer service or related fields is a plus.
The predicted salary is between 20790 - 25410 £ per year.
Who we are and what we do
We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and supply one out of every four books to the UK trade. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity. Hachette UK Distribution is part of the Hachette UK publishing group.
What you'll be doing
On a day to day basis you will be dealing with all aspects of contact internal and external to the business, including providing first class service to our global customer base. This means on a typical day you could be:
- Responding to e-mails and telephone calls
- Processing orders
- Co-ordinating deliveries
- Organising collections with carriers
- Investigating claims (e.g. shortages and damages)
- Issuing refunds
- General administration duties
Other duties include:
- Proactively liaising with both customers and publishers to maintain a first class working relationship
- Preparing and processing orders/claims received from customers and publishers
- Liaising effectively with all other departments to achieve swift problem solving and maintaining excellent communication internally and externally whilst also ensuring special requirements are met on time
As part of the Customer Services team you will be working to ensure all targets are met, demonstrating growth mindset by working with your team leader to promote change that will improve customer experience and ensure continued high standards of quality and productivity are maintained. This role offers the opportunity to become an essential part of the Customer Services team and gain lots of experience regarding distribution and elements of the publishing industry.
Who we are looking for
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.
What we offer
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
- 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
Our commitment
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 (12-month FTC Maternity Cover) employer: Hachette UK
Hachette UK offers a dynamic and innovative work environment in the heart of London, making it an excellent employer for Data Engineers looking to make a significant impact in the publishing industry. With a strong focus on employee growth, collaborative culture, and opportunities to work with cutting-edge technologies, Hachette UK fosters a supportive atmosphere where creativity and technical skills thrive. Join us to be part of a forward-thinking team that values your contributions and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (12-month FTC Maternity Cover)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hachette UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hachette UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor (12-month FTC Maternity Cover)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hachette UK.
How to prepare for a job interview at Hachette UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hachette UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hachette UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
