Customer Service Group Manager, Academic, London

A globally successful academic publisher based in Central London is now seeking a Customer Services Group Manager to manage a large team of customer service staff who process book orders and journal subscriptions as well as supporting their large customer base. Currently in two separate teams these are now being merged and it will be the responsibility of the Customer Services Group Manager to manage this process requiring significant change management and staff training.

This is a senior role within the business which will have hands on management responsibility for a team of 15 customer services staff, key responsibilities will include:

• Merge the books and journals team into one customer services department whilst analysing existing processes and workflows
• Manage the changes needed to work in the new environment and document any new processes
• Define new job roles through the merge of the books and journals team
• Re-organise and train staff to work across all products
• Document all customer services policies and procedures
• Manage workload offshored to India
• Liaise internally and externally in order to maintain quality and align policies and processes

The Customer Services Group Manager will have strong experience in people management ideally within the publishing industry and in a customer service environment. The ideal candidate will have experience of managing organisational change, excellent customer service, communication and administration skills as well as the ability to present both internally and externally.

For a full description of the role, please send your CV with a brief paragraph outlining your relevant skills to Esme Richardson, email: e.richardson@inspiredselection.com. 

Salary: Competitive

Inspired Selection operates an Equal Opportunities policy.  We treat all employees and job applicants fairly and equally regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.