Customer Service Agent

HarperCollins UK; Glasgow; On-site; GBP 24,000 - 32,000; Full time

Job summary

HarperCollins UK in Glasgow is seeking a Customer Service Agent on a 2-year fixed-term contract. You will manage escalated inquiries and coordinate with stakeholders to resolve issues within agreed timescales.

As part of the Supply Chain team, you will process orders, handle calls, maintain records, and strive to enhance the service experience for customers while meeting daily SLA targets. Join a busy customer service environment and contribute to efficient issue resolution, calling on strong

Qualifications

• Proven experience in a customer service role.
• Strong communication and problem-solving skills.
• Experience handling escalations and complaints.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Process orders and take calls from customers.
• Own customer issues and escalations to resolution.
• Improve customer service experience where possible.
• Maintain accurate records of actions taken.
• Help manage call and case volumes to meet SLA targets.

Skills

Customer service

Escalations handling

Communication

Stakeholder mgmt

Record keeping

SLA adherence

Resilience

Organised

Problem solving

Job description

Customer Service Agent

Application Deadline: 4 October 2026

Department: Supply Chain

Employment Type: Fixed Term Contract

Location: Glasgow

Description

Manage all escalated enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines. Please note, this is a 2-year fixed-term contract.

Key Responsibilities

• Processing orders and taking calls from our 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, Knowledge & Expertise

• Proven work experience in a similar type of role focused on customer service
• Excellent knowledge of management methods and techniques
• Experience working closely with clients and customers
• Experience handing customer issues and complaints professionally and efficiently
• Enthusiastic and proactive
• Complaint resolution
• Work collaboratively with relevant stakeholders
• Organised and efficient
• Resilient and able to work under pressure
• Results and targets focused