Job Description

We are seeking a dynamic manager to join our Customer Services team in Frating, Essex on a short fixed-term contract of approximately 8 weeks, with the potential of being extended.At Penguin Random House, we believe that every book can change anyone, and our Customer Service team plays a vital role in making that happen. As our Customer Service Manager (UK), you will be at the heart of our customer journey, ensuring that our key customer accounts, as well as our UK customers, receive the exceptional service they deserve from pre-ordering to delivery.Reporting to the Head of Customer Service, you will collaborate with managers and directors across distribution and sales teams to proactively address customer needs and potential issues. Your ability to build strong relationships both internally and externally will be crucial in delivering the high standards our customers expect. You will also lead and develop a team of Team Leaders and Advisors, fostering a culture of continuous improvement and service excellence.Key Responsibilities:

• Build and develop relationships with key account customers, understanding their needs and alerting the business to necessary changes.
• Enhance the customer experience by building relationships with UK customers and sales colleagues, reducing delays, and improving service levels.
• Arrange regular virtual meetings with senior sales colleagues to address issues, resolve conflicts, and understand future plans.
• Update processes and procedures to accommodate customer needs and ensure systems reflect these changes.
• Manage peak periods by working with customers, sales colleagues, and the shipping manager to provide the best service.
• Provide monthly data analysis of customer journeys, highlighting concerns and implementing solutions.
• Handle escalations from customers and sales colleagues, seeking timely resolutions and preventative measures.
• Manage a team of Team Leaders and Advisors, ensuring they have the skills to offer exemplary service.
• Develop a high-performing team through performance management, coaching, and development, supporting talent growth and succession planning.
• Ensure system and process enhancements are effectively implemented and teams are prepared for changes.
• Champion a culture of continuous improvement in customer experience and operational efficiency.
• Attend sales meetings to understand future growth areas and ensure customer service teams are trained and resourced to meet demands.
• Set challenging goals for the department based on service excellence and efficiency needs.
• Establish key communication channels to ensure customer orders are fulfilled on time and proactively communicate any issues.
• Work closely with the Project Manager to deliver continuous improvement initiatives and broader projects.

What youxe2x80x99ll bringEssential criteria:

• A strong leader that understands the need to always deliver an excellent customer experience and horizon scans for future needs
• Extensive knowledge and experience in managing complex key accounts in a dynamic environment.
• Natural leadership skills with a focus on developing team members to optimise performance.
• Experience in handling multiple customer and colleague queries and escalations.
• Exemplary written and verbal communication skills.
• Strong negotiation and influencing abilities with key stakeholders.
• Ability to analyse reports and statistics, interpreting data effectively.
• Excellent organisation and time management skills.
• Someone who is very collaborative in their approach xe2x80x93 working across boundaries

Application instructionsPlease apply with your CV and cover letter outlining why you are the right candidate for the role by 11:59pm on Sunday 30th March.SalaryCirca. xc2xa350,000 dependent on how your skills and experience align to the role, plus benefits.What you can expect from usOur people are the heart of our business, and we work hard to support a culture of responsibility and recognition.Our benefits include:

• Financial xe2x80x93 income protection, life assurance, childcare allowance
• Wellbeing xe2x80x93 healthcare cash plan, critical illness cover, health checks
• Lifestyle xe2x80x93 enhanced parental leave, tech scheme, free and discounted books

For our full benefits list please visit:Hybrid workingWhile our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. This is an onsite position and so we expect that you will work from our office in Frating, Essex five days per week. However, flexibility around hybrid working can be discussed at the interview stage.About PenguinWexe2x80x99re the UKxe2x80x99s largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, youxe2x80x99ll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone.The recruitment processYou can read about our recruitment process atAs a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the xe2x80x98What youxe2x80x99ll bringxe2x80x99 section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.We encourage you to tell us about any reasonable adjustments you may need by emailing . Remember, you only need to share what you are comfortable to for us to support your request.Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.Company: Penguin Books LimitedCountry: United KingdomState/Region: EssexCity: ColchesterPostal Code: CO7 7DWJob ID: 278616

Penguin Books