Customer Escalation Specialist - Service Excellence (Glasgow)

HarperCollins Publishers UK; Glasgow; On-site; GBP 22,000 - 28,000; Full time

Job summary

HarperCollins Publishers UK in Glasgow is seeking a customer service professional to manage escalated inquiries and ensure timely resolutions. You will handle calls, process orders, and collaborate with internal teams to maintain high service standards.

The role emphasizes ownership of issues, accurate record keeping, and working to daily SLA targets in a fast-paced environment. Previous experience in customer service is essential.

Qualifications

• Proven work experience in a similar customer service role.
• Knowledge of management methods and techniques.
• Experience working closely with clients and customers.
• Experience handling customer issues and complaints professionally.
• Enthusiastic and proactive.
• Complaint resolution.
• Work collaboratively with stakeholders.
• Organised and efficient.
• Resilient under pressure.
• Results and targets focused.

Responsibilities

• Processing orders and taking calls from customers when needed.
• Taking ownership of customer issues, escalations, or complaints in a professional and timely manner.
• Enhancing customer service experience wherever possible.
• Keeping accurate records and documenting customer service actions.
• Managing volumes to achieve daily department SLA’s.

Skills

Customer service

Complaint resolution

Stakeholder collaboration

Resilience

Organised

Target driven

Record keeping

Communication

Job description

HarperCollins Publishers UK in Glasgow is seeking a customer service professional to manage escalated inquiries and ensure timely resolutions. You will handle calls, process orders, and collaborate with internal teams to maintain high service standards.

The role emphasizes ownership of issues, accurate record keeping, and working to daily SLA targets in a fast-paced environment. Previous experience in customer service is essential.