Advisor - Open Access Operations & Publishing Services

Job Title: Advisor - Open Access Operations & Publishing Services
Department: Global Circulation Open Access Customer Service


PURPOSE OF THE JOB
The Open Access Customer Service Team oversee and respond to SAGE open access portal related tickets (SOAP). In some cases, we receive tickets that need to be triaged and assigned to either the OA Operations team or OA accounts receivable team.

KEY TASKS/FUNCTIONS AND RESPONSIBILITIES
• Managing Inbox with customer satisfaction
• Managing the volumes as per the SLA
• Prepare daily productivity report of the work done
• Maintaining reports and Keeping manuals updated
• Implementation SAGE Lean principle through IPOs
• Support work in the Publishing services team
• Cross training as and when required

PERSON SPECIFICATION
Skills
• High level of computer literacy including good MS Office skills and a working knowledge
of Microsoft packages
• Experience of working with databases
• Previous customer service experience is desirable but not essential
• Good numeracy skills
Interpersonal Skills
• Excellent customer service and administration skills
• Effective written and verbal communication skills
• High level of attention to detail
• Excellent organisation and time management
• Ability to work under pressure and to deadlines
• Ability to work as part of a team • Able to work using own initiative

Qualifications and Education

• Educated to A level standard with business experience, proven work experience and
transferable skills relevant to the role.