At a Glance
- Tasks: Lead innovative projects to enhance customer experience and operational excellence.
- Company: Join a mission-driven, independent academic publisher with a passion for social change.
- Benefits: Enjoy 25 days annual leave, hybrid working, and support for professional development.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real impact by improving customer outcomes and driving innovation.
- Qualifications: Experience in project leadership and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.
About Sage: Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.
Our guaranteed independence means we’re free to:
- Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact.
- Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning.
- Think long-term – experimenting, taking risks, and investing in new ideas.
About our Team: The Customer Experience & Innovation team sits at the heart of delivering outstanding service, ensuring customers receive efficient, consistent, and innovative support across every interaction. Working closely with Customer Service, Operations, Technology, Data & Analytics, Enablement teams, and external partners, the team builds solutions to improve processes, embed new technologies, enhance reporting, and drive operational excellence.
Could you be our new Assistant Manager, Innovation Projects? Are you:
- Experienced in leading projects, initiatives, or operational activities, while providing coaching, guidance, or mentoring that helps colleagues and teams succeed?
- Highly organised, with the ability to create clarity and focus in a fast-paced environment while balancing customer, business, and team needs?
- Skilled at balancing operational delivery, projects, and priorities, ensuring work is completed to a high standard and delivered on time?
- Confident influencing and collaborating with stakeholders at all levels, building strong partnerships that drive alignment and positive business outcomes?
- Someone who has successfully delivered change, transformation, automation, or technology-enabled improvement initiatives that create measurable value?
- Comfortable using data, reporting, and business insights to make informed decisions, find opportunities, and mitigate operational risks?
- An excellent communicator who can simplify technical information, facilitate learning, and contribute to the effective introduction of new processes and technologies?
- A structured problem-solver who can identify root causes, navigate challenges with confidence, and implement effective, sustainable solutions?
Your new role: You will play a pivotal role in ensuring the successful delivery and continuous evolution of our Customer Experience function. Combining people leadership with operational oversight, you'll help shape how work is prioritised, delivered, measured, and improved. Working in partnership with the Customer Experience Enablement Manager, you'll lead a dedicated team, champion innovation, support the adoption of new technologies and processes, and ensure projects transition seamlessly into business-as-usual operations.
This is an opportunity to make a tangible impact by improving customer outcomes, strengthening team capability, and helping build scalable, future-focused ways of working.
- Lead and develop a high-performing Customer Experience Innovation team of Project Analysts, Reporting Analyst, and System Analyst, creating an environment where people can grow, succeed, and contribute their best work.
- Partner with the Director of Customer Experience and Innovation to understand strategic priorities, ensuring operational, project, and after care activities are prioritised and delivered to agreed timelines, quality standards, and business objectives.
- Drive the successful implementation of new technologies, systems, and processes, helping teams embrace change and realise measurable benefits.
- Build consistent, scalable ways of working that improve efficiency, quality, accountability, and service performance.
- Monitor delivery quality, identify operational risks and capacity challenges, and take proactive action to maintain high standards.
- Partner with stakeholders across Customer Service, Technology, Operations, and external vendors to resolve issues, improve processes, and strengthen collaboration.
- Provide clear visibility of project progress, risks, dependencies, and outcomes, ensuring initiatives are delivered successfully and sustainably.
- Act as a trusted operational lead, supporting the transition of new solutions into business-as-usual ownership while continuously finding opportunities for innovation and improvement.
Overview of benefits:
- 25 days annual leave (plus bank holidays) with 2 additional floating personal days.
- Hybrid working up to 2 days per week in office and a home working allowance.
- Life assurance, income protection, and travel insurance.
- Private medical cover and access to the company doctor.
- Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
- Variety of snacks and beverages available in the office.
- Healthy lifestyle reimbursement and anniversary trips.
- Access to Company loans (season ticket loan, rental deposit loan, cycle loan).
We’re a Disability Confident Employer (Level 1). We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email humanresources@sagepub.co.uk.
Diversity, Equity, and Inclusion: At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.
Assistant Manager, Innovation Projects, Custome... Customer Service & Fulfilment · London, Unit[...] employer: Sage Pub
Sage is an exceptional employer that champions a mission-driven culture, fostering innovation and collaboration within a diverse team. With a strong commitment to employee growth, the company offers extensive benefits including hybrid working options, professional development support, and a focus on work-life balance, all set in the vibrant city of London. Joining Sage means being part of a forward-thinking organisation dedicated to making a meaningful impact in the academic publishing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Manager, Innovation Projects, Custome... Customer Service & Fulfilment · London, Unit[...]
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sage Pub. 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 Sage Pub 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 Assistant Manager, Innovation Projects, Custome... Customer Service & Fulfilment · London, Unit[...]
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 Sage Pub:Your cover letter is your chance to shine! Tell us why you want to work at Sage Pub 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 Sage Pub!
How to prepare for a job interview at Sage Pub
✨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.
