Customer Service Agent

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

Job summary

HarperCollins Publishers UK in Glasgow seeks a Customer Service Escalations Coordinator to manage all escalated inquiries within our customer service department, ensuring timely resolution and effective communication with customers and stakeholders.

You will own customer issues, keep accurate records, and collaborate with cross-functional teams to deliver a high-quality service experience while meeting daily SLA targets and maintaining professional standards. This is a 2-year fixed-term contract.

Qualifications

• Proven work experience in a similar customer service role.
• Strong communication and problem-solving skills.
• Ability to handle customer issues professionally and efficiently.
• Proactive and adaptable with a can-do attitude.
• Collaborates well with stakeholders and teams.

Responsibilities

• Process escalations and handle customer inquiries promptly.
• Take ownership of customer issues and drive to resolution.
• Maintain accurate records and documentation of actions.
• Collaborate with stakeholders to improve service levels.
• Support daily SLA targets through effective workload management.

Skills

Customer service

Complaint resolution

Stakeholder comms

Organised

Resilience

Target driven

Team collaboration

Job description

Description

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

Application Deadline: 4 October 2026

Department: Supply Chain

Location: Glasgow

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