Creative Access
Customer service advisor

Customer service advisor

locationDidcot OX11, UK
ExpiresExpires: 05/08/2024
Editorial / Writing / Storytelling
Permanent position
£20,000 to £30,000 per year

Closing date: 5th August 2024

Salary: £23,500

Location: Following your initial training period which will be office-based (in Didcot, Oxfordshire), you will be able to make the most of the current hybrid model.

Hours: 35 hours per week. Monday to Friday, 9am to 5pm, with a one-hour lunch break.


Do you strive to provide outstanding service with a personal touch? Do you exceed expectations by taking ownership and being solution-focused? Do you make an effort to build strong and trusted relationships? 

We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients.

Hachette UK Distribution is part of the Hachette UK publishing group. We have seen real growth in the past 5 years, moved into a new state of the art facility and have built a reputation for being ‘best in class’ in our industry. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity. We ship in excess of 60 million books globally each year and supply one out of every four books to the UK trade.

This role offers the opportunity to become an essential part of the Customer Services team and gain lots of experience regarding distribution and elements of the publishing industry.


What you'll be doing

On a day-to-day basis you will be dealing with all aspects of contact internal and external to the business, including providing first class service to our global customer base.

This means on a typical day you could be responding to e-mails and telephone calls, processing orders, co-ordinating deliveries, organising collections with carriers, investigating claims (e.g. shortages and damages), issuing refunds, general administration duties and other duties such as:

  • Proactively liaising with both customers and publishers to maintain a first-class working relationship.
  • Preparing and processing orders/claims received from customers and publishers.
  • Liaising effectively with all other departments to achieve swift problem-solving and maintaining excellent communication internally and externally whilst also ensuring special requirements are met on time.

As part of the Customer Services team, you will be working to ensure all targets are met, demonstrating a growth mindset by working with your team leader to promote change that will improve customer experience and ensure continued high standards of quality and productivity are maintained.


Who we are looking for

  • You will live and breathe our customer service vision and have a passionate and proactive approach to delivering excellent customer service.
  • You will enjoy liaising with, and collaboratively working with, the operations team and credit services team as well as our client publishers to resolve issues and proactively seek to continuously improve processes and procedures.
  • It is highly likely that you will already have proven experience working in the following roles and/or industries:
    • Hospitality, retail, customer service advisor/assistant, customer account manager, customer support, customer care advisor, complaints handler, customer experience, customer excellence, telesales and/or call centre.


What we offer

Our people are our greatest asset and our benefits reflect this. Therefore, we offer an extensive list of benefits that include:

  • 33 days annual holiday including Bank Holidays
  • Pension Plan and Life Assurance schemes
  • Company enhanced family policy including maternity, paternity and shared parental
  • Reward programme giving discounts, savings and cash back at numerous retailers
  • 2 Community Days per year
  • Cycle to Work scheme
  • Eye care vouchers
  • Generous discounts on books we publish
  • Mental Health First Aiders / Champions and an Employee Assistance Programme (EAP)
  • Wide-ranging training library
  • Development Programmes including Mentoring
  • Staff Events e.g. Burrito van, Pie van, Ice Cream van, Staff Party
  • Many employee networks to join
  • Free onsite parking
  • Free tea and coffee
  • Creating an environment of inclusion so everyone can be their true self #IBelong #AndSoDoYou #OneTeam


Our commitment

Hachette employs people on the basis of their abilities.  We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know. We will notify all candidates of the outcome of their application.

Please state in your application that you found this role through Creative Access.

Level of experience

  • Entry

Salary range

  • £20,000 to £30,000 per year

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