Customer Success Specialist

Oxford University Press; Oxford; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Oxford University Press is seeking a specialist in post-sales support within the Law Practitioner sector. This role focuses on enhancing customer satisfaction and engagement through effective issue resolution and valuable customer relationship management. Candidates should possess strong communication skills, a proactive attitude, and experience in handling technical challenges, along with knowledge of the practitioner law sector. We offer a hybrid working policy, competitive benefits, and a supportive environment balancing work and life commitments.

Benefits

25 days holiday plus bank holidays

Pension contributions up to 12%

Discretionary annual bonus

Flexible working arrangements available

Active employee networks and societies

Qualifications

• Strong communication skills with experience in customer-facing roles.
• Proven skills in problem-solving and triaging technical issues.
• Knowledge of the practitioner law sector.

Responsibilities

• Deliver long-term customer relationship management.
• Drive customer satisfaction and retention.
• Capture customer feedback and identify upsell opportunities.

Skills

Communication

Customer relationship management

Organizational skills

Problem-solving

Tools

Customer relationship management system

Job description

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In this role, you will be responsible for providing specialist post-sales support to customers in the Law Practitioner sector to improve customer experience and understanding of our products/services. This role aims to create high customer satisfaction and engagement by driving the usage and efficacy of content. With a specialist understanding of the sector and product, you will quickly resolve complex customer issues and identify root causes of common problems to proactively contribute to solutions and develop customer-facing support tools.

Key Accountabilities & Relationships:

• Deliver long-term customer relationship management
• Drive customer value
• Facilitate customer satisfaction
• Proactively contact nominated customers
• Improve customer retention
• Systematically capture customer feedback and market trends
• Develop specialist product and sector knowledge
• Identify upsell opportunities
• Personal management

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

Our ideal candidate is proactive, takes initiative, and possesses strong communication skills and customer-facing experience. You should be able to familiarize yourself with systems and be motivated to find solutions. Being a team player with the ability to work autonomously will make you a standout in this role.

• Strong organizational and presentation skills
• Proven empathy and communication skills
• Self-driven and results-oriented
• Experience in triaging and resolving technical issues
• Customer relationship management system experience
• Knowledge of the practitioner law sector

We value work/life balance at OUP. We offer 25 days’ holiday that increases with service, plus bank holidays and a 3-day Christmas closure, along with a 35-hour workweek. We are open to discussing flexible working arrangements, depending on the role. Our benefits include active employee networks and societies.

We support your financial well-being through pension contributions up to 12%, loans and savings schemes via Salary Finance, travel schemes, and local discounts.

This role includes a discretionary annual bonus.

Please see our Rewards and Recognition page for more information.