Customer Service Agent

Details

• Employment Type:
  
  Full time 2 Year Fixed Term Contract
• Location:
  
  Hybrid – Glasgow, UK (4 days per week in the office, 1 day from home subject to successful completion of probation.)
• Team:
  Supply Chain
• Seniority:
  Junior
• Closing: 10:44am, 4th Jun 2026 BST

Harper Collins is one of the UK’s largest multi-platform publishers with over 200 years of history. We publish a wide range of books across multiple genres and from some of the world’s foremost authors, from Nobel prize-winners to worldwide bestsellers. The distribution operation in Glasgow despatches around 110 million books globally each year and provides full order‑to‑cash services for a variety of third‑party clients.

We have an exciting opportunity working within the Supply Chain Customer Services team of a global company. Training will be provided as you learn and develop into the role. Customer Service Agents play a key role in our team to manage a range of enquiries within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.

• Processing orders and taking calls from our customers when needed
• Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
• Enhancing customer service experience wherever possible
• Keeping accurate records and documenting customer service actions
• Managing volumes to achieve daily department SLA’s

• Proven work experience in a similar type of role focused on customer service
• Excellent knowledge of management methods and techniques
• Experience working closely with clients and customers
• Experience handling customer issues and complaints professionally and efficiently

• Enthusiasm and proactive
• Complaint resolution
• Work collaboratively with relevant stakeholders
• Organised and efficient
• Resilient and able to work under pressure
• Results and targets focused

• Hybrid working model (4 days in the office)
• 27 days holiday plus bank holidays
• Private healthcare cover and life assurance
• Summer Hours
• Free access to employee assistance programme (24 hour helpline), mental health first aiders, and a wellbeing portal
• Employee networks: HC All In (open forum), Elevate (for ethnic minority colleagues), Harper Parents, Menopause at Work, Pride at HC, Social Mobility Network and Neurodiversity at Work
• Unlimited training on our Learning and Development portal
• Virtual GP and eyecare vouchers
• Gym membership discount
• Charitable donation matching and 2 volunteering days
• We’re a certified Carbon Neutral company
• Free e-books and audio books, newspaper subscriptions and discounts on books
• Subsidised canteen and retail discounts
• Onsite prayer room