Customer Support & Escalations Specialist

HarperCollins UK; Glasgow; On-site; GBP 21,000 - 26,000; Full time

Job summary

HarperCollins UK in Glasgow is seeking a Customer Service Agent to handle escalated enquiries and deliver professional support to customers and stakeholders. You will manage orders, respond to issues within timelines, and keep records accurate to support daily SLA targets.

The role requires proven customer service experience, strong communication, resilience under pressure, and a proactive, collaborative approach to resolving complaints and improving service quality.

Qualifications

• Proven work experience in customer service
• Experience handling customer issues professionally
• Strong organisational skills and ability to stay calm under pressure

Responsibilities

• Process orders and take calls from customers as needed
• Own customer issues, escalations, or complaints promptly and professionally
• Enhance customer service experience wherever possible
• Keep accurate records and document customer service actions
• Manage volumes to meet daily SLA targets

Skills

Customer service experience

Stakeholder communication

Client interaction

Issue escalation

Working under pressure

Organised

Team collaboration

Complaint resolution

Target driven

Job description

HarperCollins UK in Glasgow is seeking a Customer Service Agent to handle escalated enquiries and deliver professional support to customers and stakeholders. You will manage orders, respond to issues within timelines, and keep records accurate to support daily SLA targets.

The role requires proven customer service experience, strong communication, resilience under pressure, and a proactive, collaborative approach to resolving complaints and improving service quality.