Customer Services Assistant

Troubador Publishing is looking for a personable and organised Customer Services Assistant to join our growing Customer Services team. Tasked with administrative responsibilities, you’ll be the first point of contact for our prospective and current authors and you’ll be assisting both those authors and the wider team with essential administrative tasks relating to their books.

This role would see you engaging with and helping our authors daily over the phone, email and sometimes in person. Reporting directly to the Customer Services Manager, this role forms an important part of the Customer Services team and is crucial to our authors feeling like they have experienced great customer service with us. Our office and warehouse facilities in Market Harborough are geared up to help our authors have the best possible publishing experience, and you’ll be one of the first people that they talk to when they make first contact and will continue to speak directly with them throughout their publishing journey with us.

Responsibilities

Key responsibilities will include:

  • Being the first point of contact on the main phone line. This will involve answering the main switchboard and either answering questions if possible or routing the call to the appropriate person.
  • Responsible for guiding all authors through our end-of-contract process when their books are due either for discontinuation or contract renewal.
  • Ensure that any authors that require copies of their books get invoiced and passed down to the warehouse for fulfilment.
    Sending out royalty statements and answering royalty queries from authors.
  • Logging book sales from retailers in our internal system to feed directly into author royalty statements.
  • General reception duties such as meeting and greeting visitors, distributing post and ensuring our reception area is maintained to a high standard.
  • Working with the wider Customer Services team to ensure any new customers are set up on our internal systems correctly and ready to proceed through the publication process.
  • Other office administration as and when required.

Requirements

Key requirements are:

  • Excellent customer service skills
  • Confidence on the phone
  • The ability to make our authors feel comfortable and at ease on the phone
  • High level of efficiency
  • Excellent organisational skills
  • A team player

Salary: £24,000