Customer Service Advisor

3310 John Wiley & Sons Ltd.; Bognor Regis; On-site; GBP 25,000 - 31,000; Full time

Job summary

Wiley in the United Kingdom is seeking an Associate Advisor to join our Customer Service team in Bognor Regis. You will take ownership of complex enquiries and escalations, collaborating with offshore service teams and internal stakeholders to deliver positive outcomes.

This Tier 2 role requires strong communication, problem-solving, and the ability to work across teams. You will use AI tools and automation to maintain efficiency and quality, while supporting training and knowledge sharing

Qualifications

• Customer service, administration, retail, hospitality, or other customer-facing experience.
• Strong communication and problem-solving skills.
• Experience managing customer issues or escalations.
• Ability to work across teams and build effective relationships.
• Good attention to detail and organisational skills.
• Confident learning new systems and technology.
• Comfortable using AI tools and basic automation in day-to-day work.

Responsibilities

• Act as a Tier 2 escalation point for complex customer enquiries and service issues.
• Support and collaborate with offshore Customer Service teams, providing guidance and feedback.
• Manage customer orders, credits, quotations, account maintenance requests, and operational queries.
• Investigate and resolve delivery, invoicing, pricing, shipping, and order-related issues.
• Build strong relationships with customers, sales teams, distribution partners, and internal stakeholders.
• Identify opportunities for process improvements, automation, and service enhancements.
• Use approved AI tools and business systems in line with business demands.
• Support training, testing, and knowledge-sharing activities across the team.

Skills

Customer service experience

Strong communication

Problem-solving

Team collaboration

Attention to detail

Learning new systems

AI tools familiarity

Job description

Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.

About the Role: We're hiring an Associate Advisor to join our Customer Service team in Bognor Regis. This is a Tier 2 customer service role supporting customers, internal stakeholders, third-party partners, and our offshore service teams. You'll take ownership of complex enquiries and escalations, working across multiple systems and departments to investigate issues, identify solutions, and deliver positive customer outcomes. We're looking for someone who thrives in a fast-paced environment, enjoys solving problems, and builds strong relationships across teams. You'll be encouraged to use AI tools, automation, and technology to maintain efficiency & service quality, and deliver an excellent customer experience.

Key Responsibilities

• Act as a Tier 2 escalation point for complex customer enquiries and service issues.
• Support and collaborate with our offshore Customer Service teams, providing guidance and feedback where needed.
• Manage customer orders, credits, quotations, account maintenance requests, and operational queries.
• Investigate and resolve delivery, invoicing, pricing, shipping, and order-related issues.
• Build strong relationships with customers, sales teams, distribution partners, and internal stakeholders.
• Identify opportunities for process improvements, automation, and service enhancements.
• Use approved AI tools and business systems in line with business demands.
• Support training, testing, and knowledge-sharing activities across the team.

Required

• Customer service, administration, retail, hospitality, or other customer-facing experience.
• Strong communication and problem-solving skills.
• Experience managing customer issues or escalations.
• Ability to work across teams and build effective relationships.

• Strong attention to detail and organisational skills.
• Confidence learning new systems and technology.
• Comfortable utilising AI tools and understanding basic automation processes in day-to-day work.

We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to geographic location, skills, and competencies.

Salary Range: 25,353.25 GBP to 30,584.41 GBP