Customer Solutions Development and Support Specialist

TN United Kingdom; Bognor Regis; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Solutions Development and Support Specialist to enhance its global Customer Service technology strategy. In this dynamic role, you will manage escalations, conduct user acceptance testing, and design efficient processes utilizing Salesforce and automation tools. Your expertise will directly impact the deployment of technology solutions and support strategic initiatives. Join a forward-thinking team that values diversity and innovation, where your contributions will empower the way the world learns and grows.

Qualifications

• Bachelor's Degree in STEM or equivalent experience is required.
• At least 2 years’ experience with CRM solutions preferred.

Responsibilities

• Manage escalations and requests, and support deployment for Operations stakeholders.
• Execute test scripts for new technology enhancements and document outcomes.

Skills

Salesforce

RPA

Microsoft Power Automate

Microsoft Excel

Communication Skills

Analytical Skills

Education

Bachelor's Degree in STEM

Tools

Agile

Job description

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Customer Solutions Development and Support Specialist, Bognor Regis

Client: Wiley

Location: Bognor Regis, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: d6a5f7264ffd

Job Views: 3

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Location: Bognor Regis, UK, Oxford, UK or Hoboken, NJ

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

The Customer Solutions Development and Support Specialist will support the Customer Solutions team in creating, maintaining, and delivering the global Customer Service technology strategy. Responsibilities include managing escalations and requests, requirement cleansing as a SME, user acceptance testing (UAT), process design for efficiency, and process automation using Salesforce, RPA, or Power Automate. The role involves developing expertise in Wiley’s technology solutions and utilizing this knowledge for request processing, incident management, reporting, dashboards, analytics, and process design.

How you will make an impact:

• Review work, address concerns, resolve issues, or escalate requests
• Create reports, configure systems, and groom requirements into Agile user stories with clear Acceptance Criteria
• Support deployment and releases for Operations stakeholders

User Acceptance Testing

• Execute test scripts for new technology enhancements to validate results
• Document and report test outcomes
• Willingness to learn new responsibilities

Project/Development Work

• Serve as Business Analyst or similar role under supervision
• Support strategic initiatives and process improvements
• Design processes within Salesforce and automation tools

What we look for:

• Bachelor's Degree in STEM or equivalent experience
• Programming ability in RPA platforms or Microsoft Power Automate
• Understanding of systems, data, and logic
• At least 2 years’ experience with CRM solutions preferred

Expertise in analysis tools like Microsoft Excel, strong communication skills, ability to work autonomously and in teams, and excellent organization and planning skills are required. Candidates should be detail-oriented, capable of managing multiple tasks, and committed to meeting deadlines.

About Wiley

Wiley is a leader in research and learning, dedicated to empowering knowledge seekers and transforming challenges into opportunities. With over 200 years of experience, Wiley continues to evolve and support innovation worldwide. Wiley is an equal opportunity employer committed to diversity and inclusion, offering accommodations for applicants with disabilities and promoting a supportive workplace culture.