Customer Service Agent

HarperCollins UK; Glasgow; On-site; GBP 21,000 - 26,000; Full time

Job summary

HarperCollins UK in Glasgow is seeking a Customer Service Agent to handle escalated enquiries and deliver professional support to customers and stakeholders. You will manage orders, respond to issues within timelines, and keep records accurate to support daily SLA targets.

The role requires proven customer service experience, strong communication, resilience under pressure, and a proactive, collaborative approach to resolving complaints and improving service quality.

Qualifications

• Proven work experience in customer service
• Experience handling customer issues professionally
• Strong organisational skills and ability to stay calm under pressure

Responsibilities

• Process orders and take calls from customers as needed
• Own customer issues, escalations, or complaints promptly and professionally
• Enhance customer service experience wherever possible
• Keep accurate records and document customer service actions
• Manage volumes to meet daily SLA targets

Skills

Customer service experience

Stakeholder communication

Client interaction

Issue escalation

Working under pressure

Organised

Team collaboration

Complaint resolution

Target driven

Job description

Customer Service Agent

Application Deadline: 15 November 2026

Department: Supply Chain

Employment Type: Permanent

Location: Glasgow

Description

Manage all escalated enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.

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 and 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