We have been a leading figure in publishing for more than 500 years. We have always been a forward-looking organization, maximizing the technology for the day, but the digital revolution is bringing enormous change, fast. That same spirit of adventure and entrepreneurialism is critical to our future success. In a fast changing publishing landscape, OUP welcomes the inquisitive, the inventive, and the ambitious; people who challenge the conventional, and pioneer the possible.

The ELT Division is a global leader in the provision of multimedia English language teaching and learning materials. Operating in over 100 countries, it reaches millions of teachers and students each year to support the development of English language proficiency.

The Sales Operations department supports the ELT division through managing the service provision to a global customer base across 90 countries, to over 200 customers.

About the Role

The team is responsible for providing a single point of contact for internal and external stakeholders, with responsibility for providing sales support; maximising opportunities to deliver service excellence and ensuring that ELT account management service standards are achieved for the customer and OUP.

As the Account Manager you will:

• Provide comprehensive account management to ensure that customer requirements are met – order management, claims handling, pre and post-sales support.
• Manage the provision of first-class customer service to a defined portfolio of markets.
• Provide sales support to regional Sales and overseas management teams.
• Work effectively and proactively by building relationships with other internal OUP functions to ensure stock is available, delivered to markets on time and is billed correctly.
• Identify and implement opportunities to improve service provision through continuous improvement and monitoring key customer service performance indicators.

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

About You

The successful candidate will be highly motivated, an enthusiastic team player, able to demonstrate relevant experience, preferably gained within a customer service/key account management environment.

You will also:

• Thrive in a busy commercial environment and be able to prioritise workload well
• Demonstrate a highly customer focused ‘can do’ approach and have awareness of key customer service values
• Have experience of/or an interest in developing process improvement
• Have exceptional administrative and organizational skills
• Demonstrate excellent interpersonal and communication skills (both written and oral)
• Be confident and competent in using MS Office packages (especially Outlook, Excel and Word) and using IT in general to improve work efficiency.
• SAP experience is beneficial but not essential
• Have the ability to quickly learn and adapt to new systems and procedures

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 of working hours and the use of technology to support regular remote working, 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. 

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.