About the Role

As a Customer Service Assistant, you’ll be at the heart of delivering a high-quality, customer-focused experience across multiple channels, including phone, email, live chat, social media, and our online platforms. Joining one of our five customer service teams, you’ll ensure exceptional service within defined service levels by providing efficient, accurate pre- and post-sales support.

Key responsibilities include responding to customer enquiries, serving as the first point of contact for technical assistance with online products and subscriptions, and processing orders using systems like SAP and Advantage. You’ll also work toward personal productivity targets, develop strong relationships with internal stakeholders, and identify opportunities for continuous improvement. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving - including navigating and troubleshooting within our platforms - and is passionate about delivering excellent service.

This is a full-time role (35 hours per week) working Monday – Friday between 08:00 – 18:00, hours to be agreed.

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

About You

We are looking for someone who thrives in a customer-focused environment and takes pride in delivering exceptional service. You will be passionate about making a difference for customers, bring a positive attitude, a willingness to learn, and a proactive approach to continuous improvement.

With strong communication skills, both written and verbal, you should be able to easily build rapport with customers and colleagues. You will have an eye for detail, be confident navigating multiple digital products, apps, and websites, and the ability to learn new systems and processes quickly. 

Experienced in troubleshooting customer service issues, ideally within an office-based environment, you’re organised, self-motivated, and adaptable, ready to embrace change and work effectively in a hybrid setting. Collaborative and inquisitive, you enjoy solving problems efficiently and contributing as a supportive team player.

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

This role comes with the added benefit of a discretionary annual payment.

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role. 

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.