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- Tasks: Lead a dynamic team to deliver exceptional customer service and build strong client relationships.
- Company: Join Hachette UK Distribution, the UK's leading book distribution company.
- Benefits: Enjoy 33 days holiday, a pension plan, and discounts on books.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Experience in customer service and strong organisational skills are essential.
- Other info: Hybrid working model with a vibrant workplace culture and community events.
The predicted salary is between 28800 - 43200 £ 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
Tasks involved in the role include (but not limited to):
- Developing effective working relationships with clients and customers to become a trusted partner. This includes being involved in regular meetings with Publishers.
- Being required at Publisher Meetings, ranging from attendance to running the meeting.
- Assisting the team members with their personal development through identifying skills gaps via coaching/1:1 sessions, appraisals, training, and up skilling.
- Communicating effectively with the team in respect of day-to-day activity, organising workflows and managing work volumes.
- Producing and publishing reports as required relating to KPIs, SLAs, and productivity.
- Liaising with other departments to ensure full root and branch analysis is complete when problems arise and put remedial steps in place to reduce the risk of the same problem recurring.
- Ensuring Quality, Health and Safety and Environmental standards and all related company policies are adhered to, raising any issues to the relevant parties as appropriate.
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 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.
Who we are looking for
We are looking for a Team Leader to manage the team and to drive and empower the team to provide outstanding customer service with expertise and a personal touch, to exceed their customers’ expectations by taking ownership and being solution-focused in order to be a trusted partner to our customers and publishers.
We are looking for proven experience of working in a customer focused function, effectively driving engagement and leading the day to day running of the team, managing the workflows and resource, whilst working to agreed deadlines and service levels. The ideal candidate will:
- have proven experience of working within a fast-paced customer focused environment.
- be able to demonstrate their understanding of Publishers and their needs.
- have excellent organisational skills and attention to detail.
- possess good problem-solving skills and have the confidence to use initiative to resolve queries.
- need to be competent in IT skills such as Microsoft Word, Excel, Teams and Outlook.
- have existing knowledge (or be willing to learn) SAP CRM and SAP ECC.
- be expected to have excellent communication skills, both written and verbal including using Microsoft Teams and the telephone to internal and external customers at all levels.
- have demonstratable management experience or be ready to step into a people management role.
What we offer
Our people are our greatest asset and our benefits reflect this. Therefore, we offer an extensive list of benefits that include:
- 33 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 e.g. Burrito van, Pie van, Ice Cream van, Staff Party
- Many employee networks to join
- Free onsite parking
- Free tea and coffee
- Creating an environment of inclusion so everyone can be their true self #Ibelong #AndSoDoYou #OneTeam
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 for interview, please let us know.
We will notify all candidates of the outcome of their application.
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Customer Services Team Leader (12 month FTC Maternity Cover) employer: Hachette UK
Contact Detail:
Hachette UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader (12 month FTC Maternity Cover)
✨Tip Number 1
Network like a pro! Reach out to your connections in the publishing and customer service sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research Hachette UK Distribution and understand their mission and values. Think about how your experience aligns with their needs, especially in customer service and team leadership. Practice common interview questions to boost your confidence.
✨Tip Number 3
Show off your skills! If you get the chance, bring examples of reports or projects you've worked on that demonstrate your organisational and problem-solving abilities. This will help you stand out as a candidate who can hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Hachette UK Distribution.
We think you need these skills to ace Customer Services Team Leader (12 month FTC Maternity Cover)
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight your experience in customer service. We want to see how you've gone above and beyond to meet customer needs and how you can bring that expertise to our team.
Be Specific About Your Experience: Use concrete examples from your past roles to demonstrate your leadership and organisational skills. We love seeing how you've managed workflows and supported team members in their development.
Tailor Your Application: Make sure your application speaks directly to the job description. Use the same language and keywords we’ve used to show that you understand what we’re looking for in a Team Leader.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Hachette UK
✨Know Your Publishers
Familiarise yourself with the publishers you’ll be working with. Understand their needs and how Hachette UK Distribution supports them. This will show your potential employer that you’re proactive and ready to build those effective working relationships.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in a customer-focused environment. Highlight your experience in managing workflows and driving engagement, as this role requires someone who can empower their team to exceed customer expectations.
✨Be Ready for Problem-Solving
Think of specific instances where you’ve resolved issues or improved processes. The interviewers will want to see your problem-solving skills in action, so come equipped with examples that demonstrate your initiative and ability to think on your feet.
✨Communicate Clearly
Practice your communication skills, both verbal and written. Since this role involves liaising with various departments and clients, being able to articulate your thoughts clearly will be crucial. Consider doing mock interviews to refine your delivery.
