Customer Success Advisor - Tier 2 Escalations & AI Tools

3310 John Wiley & Sons Ltd.; Bognor Regis; On-site; GBP 25,000 - 31,000; Full time

Job summary

Wiley in the United Kingdom is seeking an Associate Advisor to join our Customer Service team in Bognor Regis. You will take ownership of complex enquiries and escalations, collaborating with offshore service teams and internal stakeholders to deliver positive outcomes.

This Tier 2 role requires strong communication, problem-solving, and the ability to work across teams. You will use AI tools and automation to maintain efficiency and quality, while supporting training and knowledge sharing

Qualifications

• Customer service, administration, retail, hospitality, or other customer-facing experience.
• Strong communication and problem-solving skills.
• Experience managing customer issues or escalations.
• Ability to work across teams and build effective relationships.
• Good attention to detail and organisational skills.
• Confident learning new systems and technology.
• Comfortable using AI tools and basic automation in day-to-day work.

Responsibilities

• Act as a Tier 2 escalation point for complex customer enquiries and service issues.
• Support and collaborate with offshore Customer Service teams, providing guidance and feedback.
• Manage customer orders, credits, quotations, account maintenance requests, and operational queries.
• Investigate and resolve delivery, invoicing, pricing, shipping, and order-related issues.
• Build strong relationships with customers, sales teams, distribution partners, and internal stakeholders.
• Identify opportunities for process improvements, automation, and service enhancements.
• Use approved AI tools and business systems in line with business demands.
• Support training, testing, and knowledge-sharing activities across the team.

Skills

Customer service experience

Strong communication

Problem-solving

Team collaboration

Attention to detail

Learning new systems

AI tools familiarity

Job description

Wiley in the United Kingdom is seeking an Associate Advisor to join our Customer Service team in Bognor Regis. You will take ownership of complex enquiries and escalations, collaborating with offshore service teams and internal stakeholders to deliver positive outcomes.

This Tier 2 role requires strong communication, problem-solving, and the ability to work across teams. You will use AI tools and automation to maintain efficiency and quality, while supporting training and knowledge sharing