November 24, 2021
Job Code
£22,300 per annum
Contact Name
Karen Johnston


Our client is seeking a Customer Service Executive to join their team in Biggleswade.

To carry out all day-to-day activities within the department associated with the provision of a multi-publisher order fulfilment operation to all customers for books, subscriptions, and on-line products.

To work alongside your line manager to identify and promote change that will facilitate improvement of the customer experience and ensure continued high standards of quality and productivity are maintained.

Key areas of focus are:

• To ensure that all work, carried out on behalf of the customer is carried out within the acceptable timeframe and that all queries are dealt with in the same way.

• To ensure all work is carried out to a high standard maintaining accuracy and professionalism at all times

• An in-depth understanding of order processing & query resolution, and the needs of customers and publishers.

• Strong communication skills across all platforms and levels.


Customer Service

• Resolve and respond promptly to telephone and written queries from customers in line with key performance indicators in order to meet or exceed customer’s needs.

• Proactively liaise with customers to maintain a first-rate working relationship

• Prepare and action orders/credits and queries received from customers/publishers ensuring completeness and accuracy.

• Action special processing tasks as per publisher/customer instructions. To include but not exclusively, stock transfers, Amazon orders, consignment orders, exhibition orders and collections.

• To assist in the loading of customer accounts for existing and new publishers.

• To liaise effectively with all other departments to achieve swift problem resolution and maintain good communication internally and externally.

• Assist with identifying process improvements to enhance service and job satisfaction.

• Report to the Team Leader your progress regularly throughout the day to ensure service level agreements can be met.

• Promptly advise and escalate to the Team Leader/Manager any on-going issues or queries you are unable to resolve.

• Participate in regular training to enable you to perform your role to the best of your ability. Endeavour to meet all targets set according to your training plan within the timescale provided.

• Attend regular review meetings with your Team Leader and Manager when required to discuss your progress and training needs.

• To give support in the testing and implementation of new software and also training of staff, if required.


• Ensure, Quality, Health & Safety and Environmental standards and all related company policies are adhered to, raising any issues to the relevant parties.

• Take reasonable care for your own health and safety and that of others who may be affected by what you do or what you fail to do

• Attend any process improvement or training courses as required

• Any other duties or tasks as may be reasonably requested

Knowledge, Experience & Qualifications

• Experience of working in an office environment as part of a team.

• Professional telephone manner, able to develop working relationships with customers and clients.

• Good keyboard skills & excellent attention to detail

• Knowledge of Microsoft programs, e.g.: Word, Excel, Outlook etc.

Knowledge, Experience & Qualifications

• Customer Service or call centre experience.

• A good knowledge of the Publishing Industry (not essential)

Skills & Attitudes

• Excellent communication skills both written and verbal to internal and external contacts at all levels

• Must be flexible

• Able to manage workloads and meet strict deadlines

• Self-motivated but also a team player

• Task driven

• Keen to develop personal skills

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