Customer service assistant, Digital Resources - 12 month FTC

Closing date for applications: Sunday 8th March 2026 23:59

Salary: £27,000

Location: Oxford

Join Bloomsbury Publishing as a Customer Service Assistant, supporting customers and internal teams to keep publishing operations running smoothly.

Bloomsbury Publishing 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. Bloomsbury 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 optimising 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 Bloomsbury brand.

What you'll be doing

• Acting as a liaison between the Customer Service and Editorial teams to streamline processes, resolve issues, and ensure timely execution of service-related tasks
• Monitoring and responding to inquiries received through general product inboxes, Freshdesk, and digital platform contact forms
• Accurately processing customer orders using SAMS and Salesforce, including account and opportunity setup
• Serving as the primary contact for customer inquiries and technical support, escalating issues as needed to Account Managers or third-party providers
• Troubleshooting and reporting access issues, coordinating with external platform providers to test and implement solutions
• Managing daily order imports from GOBI and ProQuest, ensuring timely and accurate processing
• Collaborating with educational partners (e.g., JCS) to generate monthly invoices for shared accounts
• Setting up digital product access for individuals based on requests from Editorial and Marketing, including gratis and trial access
• Providing MARC record updates and metadata support to customers as needed
• Maintaining accurate records and ensuring data integrity across internal systems
• Assisting with customer license agreements, coordinating with third-party partners when necessary
• Identifying opportunities to improve service delivery and contribute to process optimisation 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 organisational 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.

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 CV and Cover Letter and answer the application questions detailing how you meet the requirements outlined above for this role.

For best results, please use a desktop to apply as some mobile browsers may not fully support the application portal.

Bloomsbury 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, Bloomsbury offers the following competitive benefits package:

Working Pattern

• Hybrid working pattern of: 2 days office based / 3 days home based (or fully office based if preferred)

Holidays

• 25 days holiday
• 3.5 days Christmas company holiday

Other Benefits

• Two paid Personal Wellness Days
• Flexible Fridays – take Friday afternoon off by working an additional 3 hours and 30 minutes earlier in the week
• Work Anywhere Fortnight - For two weeks of any calendar year. The minimum period for Working Anywhere is one week, the maximum period is two weeks.
• Learning & Development - Free access to LinkedIn Learning, BookMachine Campus, InRehearsal & IPG Skills Hub
• AXA Healthcare Plan (Private Medical Insurance)
• Ride to Work Scheme
• Peppy Health App
• In-house Doctor
• Eye Care Voucher Scheme
• EAP Advice and Counselling

Company culture – Employee Voice Meetings, Staff Networks (Bloom, Accessibility, Mental Health, Pride, and Parents, Guardians and Carers, Multi-Faith) and Mental Health First Aiders trained across the UK offices, Publishing Events and access to free Publishing Resources

For additional benefits see our careers page

Bloomsbury is a place where anyone of any background, race, ethnicity, religion, sexuality, gender identity, age, ability, or socio-economic status can thrive, feel comfortable, and be heard and accepted. We are an equal opportunities employer and welcome applications from all sections of the community.

We are willing to make any reasonable adjustments throughout the recruitment process, please flag to the recruitment team if required

Applicants must have the legal right to work in the UK.

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.