Digital support assistant

Salary: £24,380 (+ bonus +benefits)

Location: This role is based in our Didcot office, with a blend of in-office (minimum 3 days) and homeworking (2 days) per week.

Seeking a tech-savvy, customer-focused digital support assistant to enhance user experiences and streamline processes.

The Hodder Education Group, part of Hachette UK, has consistently grown both in the UK and internationally.  We work alongside schools and colleges around the world to create books and digital resources that help teachers, students and parents. 

We are looking for someone with a passion for customer service and support. The ideal candidate will have an aptitude for understanding and communicating technical solutions to non-experts and an interest in education.

Responsibilities

• You will be responsible for ensuring our digital customers are supported in the technical aspects of ordering, on-boarding, accessing and effectively using their online subscription services. 
• Through responding to inbound customer phone calls, and emails, using the Zendesk ticketing system the Digital Support Assistant will provide advice and support through first line resolution or via internal escalation routes. 
• You will also be required to analyse and review the behaviour of our online customers and suggest improvements to internal processes and systems, liaising as appropriate across Digital, Product Sales & Marketing and central Customer Service teams.

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.

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

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org