Customer Services Group Manager

A leading International academic publisher in London is currently recruiting for a full time/permanent  Customer Services Group Manager. This senior position is responsible for managing a team of 15 staff who work on processing book orders and journals subscriptions and supporting customers. You will also be involved in managing a migration project. This will involve significant change management and training of staff in new processes. 

Key duties:

• Play a key role in transitioning  books to new fulfilment system
• Merge the books and journals teams into one department
• Manage the changes necessary to work in the new environment
• Define new job roles and review resourcing levels in light of the changes.
• Where necessary make recommendations to create new roles or change existing roles and team structure.
• Manage the workload off-shored to India.
• Work with the team to identify further tasks which could be transferred from London to India and manage the steps required to transition the transfer.
• Work closely with the sales team to ensure that the quality of service offered and SLAs are being met by the team.
• Support customers in EMEA, APAC and INDIA.

Experience / skills required:

• Previous people management experience, preferably in publishing
• Experience of managing organizational change
• Educated to degree standard
• High level of computer literacy including good Excel skills

For further information, please apply online or email a CV and salary expectations to stephaniehall@atwoodtate.co.uk

Contact:            Stephanie Hall

Tel:                   020 7487 8313

Atwood Tate embraces diversity and seeks to promote the benefits of diversity in all of our business activities and to develop a business culture that reflects that belief.  We welcome applications from all members of society irrespective of age, disability, sex, sexual orientation, colour, race, nationality, ethnic or national origin, religion or belief.