Customer Service & Escalations Specialist

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

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