Customer Services Assistant

Troubador Publishing is looking for a personable and organised Customer Services Assistant to join our Customer Services team. Tasked with a variety of responsibilities, you’ll be the first point of contact for prospective and current authors and will be assisting both authors and the wider team with critical process-based tasks.

This role would see you engaging with and helping our authors daily over the phone, email and in person. Reporting directly to the Customer Services Manager, this role forms an important part of the Customer Services team and is crucial to our authors feeling like they have experienced great customer service with us. Our office and warehouse facilities in Market Harborough are geared up to help our authors have the best possible publishing experience, and you’ll be one of the first people they talk to when they make first contact and will continue to speak directly with them throughout their publishing journey with us.

Responsibilities

Key responsibilities will include:

• Being the first point of contact on the main phone line. This will involve answering the main switchboard, answering questions if possible, or routing the call to the appropriate person.
• Forming a large part of your role, you will be guiding all authors through our contract renewal process when their books are due either for discontinuation or renewal. You’ll be speaking with many authors at the same time, so an ability to multitask is essential.
• You will be assisting authors with any post-publication and stock queries where you will work closely with our distribution team.
• More generally, you’ll carry out other reception duties such as meeting and greeting visitors, distributing the daily post and ensuring our reception area is maintained to a high standard.
• You may be asked to support the Customer Services team with setting up new customers on our internal systems correctly, so they are ready to proceed through the publishing process.
• You will be involved with the organisation of the regular author events held at our offices.
• Other office administration as and when required.

Requirements

Key requirements are:

• Excellent customer service skills
• Confidence on the phone
• An ability to prioritise and multi-task
• High level of efficiency
• Superb organisational skillsA team player willing to roll your sleeves up
• Strong computer skills

Starting salary: £24,000