Customer Service Assistant, Digital Resources - 12 month FTC

The Vacancy

Customer Service Assistant, [Employer hidden — sign up to reveal] Digital Resources – 12 month Fixed Term Contract

The opportunity

[Employer hidden — sign up to reveal] is a leading independent publishing house, established in 1986, with authors who have won the Nobel, Pulitzer, and Booker Prizes, and is the originating publisher and custodian of the Harry Potter series. [Employer hidden — sign up to reveal] has offices in London, New York, New Delhi, Oxford, and Sydney.

The Customer Service Assistant serves as a vital link between customers and internal departments—including Sales, Finance, Marketing, and Editorial—to ensure a seamless and efficient customer experience.

This role is responsible for optimizing communication and workflows between Customer Service and the Editorial team, helping to improve operational efficiency and maintain high service standards. The ideal candidate will be detail-oriented, proactive, and committed to delivering outstanding support that reflects positively on the [Employer hidden — sign up to reveal] brand.

The role

• Act as a liaison between the Customer Service and Editorial teams to streamline processes, resolve issues, and ensure timely execution of service-related tasks
• Monitor and respond to inquiries received through general product inboxes, Freshdesk, and digital platform contact forms
• Accurately process customer orders using SAMS and Salesforce, including account and opportunity setup
• Serve as the primary contact for customer inquiries and technical support, escalating issues as needed to Account Managers or third-party providers
• Troubleshoot and report access issues, coordinating with external platform providers to test and implement solutions
• Manage daily order imports from GOBI and ProQuest, ensuring timely and accurate processing
• Collaborate with educational partners (e.g., JCS) to generate monthly invoices for shared accounts
• Set up digital product access for individuals based on requests from Editorial and Marketing, including gratis and trial access
• Provide MARC record updates and metadata support to customers as needed
• Maintain accurate records and ensure data integrity across internal systems
• Assist with customer license agreements, coordinating with third-party partners when necessary
• Identify opportunities to improve service delivery and contribute to process optimization initiatives

Knowledge, skills and experience

• Previous experience in customer service, administrative support, or a related role—preferably within publishing, media, or digital content industries
• Strong communication and interpersonal skills, with the ability to collaborate effectively across departments
• Excellent organizational skills and attention to detail
• Proficiency in CRM and order management systems (e.g., Salesforce, Freshdesk)
• Ability to manage multiple priorities in a fast-paced environment
• A team-oriented mindset with a proactive approach to problem-solving and continuous improvement

Additional information

The role is a full-time, temporary position on a 12 month Fixed Term Contract. Salary per annum: £27,000. The role is based at our Oxford office, Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH, on a hybrid-working pattern of 2 days office based / 3 days home based (or fully office based if preferred). Allocated office days for this role are: Wednesday and Thursday.

Please apply with a covering letter and CV, Cover Letter (Word or PDF format only) and answer the application questions via the ‘APPLY NOW’ button detailing how you meet the requirements outlined above for this role by 23:59 Sunday 8th of March 2026. For best results, please use a desktop to apply as some mobile browsers may not fully support the application portal. [Employer hidden — sign up to reveal] reserve the right to close the role early if we exceed the required number of applications.

Bloomsbury Benefits

As well as a fantastic opportunity to join a global award-winning organisation, [Employer hidden — sign up to reveal] offers the following competitive benefits package:

• Hybrid working pattern of 2 days office based / 3 days home based (or fully office based if preferred)
• 25 days holiday plus 3.5 days Christmas company holiday
• Two paid Personal Wellness Days
• Flexible Fridays
• Work Anywhere Fortnight
• Free access to LinkedIn Learning, BookMachine Campus, InRehearsal & IPG Skills Hub
• AXA Healthcare Plan
• Ride to Work Scheme
• Peppy Health App
• In-house Doctor
• Eye Care Voucher Scheme
• EAP Advice and Counselling

[Employer hidden — sign up to reveal] is a place where anyone of any background can thrive. We are an equal opportunities employer. Applicants must have the legal right to work in the UK.

The Company

[Employer hidden — sign up to reveal] Plc. is a leading independent publishing house. Read more about our missions and values here.

Contact

Email: [Employer hidden — sign up to reveal] (For enquiries only. We are unable to accept CV's/Applications via this inbox.)