Customer Service Advisor 4
Oxford, South, United Kingdom
8h ago

Elsevier provides information and analytics that help institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity.

Researcher Support (RS) is a global department with staff located in Oxford, Tokyo, Beijing, and Manila (our supplier SPI).

The department has a key responsibility for the experience that the Research Community have when interacting with Elsevier and their loyalty and enthusiasm for the Elsevier brand.

RS provides first-line customer service to journal Authors, editors and reviewers going through the editorial and publication process.

Support is also provided for open access invoicing and publishing queries. RS also support internal customers such as Journal Managers and Publishers.

24 / 7 customer service is provided via email, live chat, social media and telephone, handling in excess of 200,000 queries per annum.

The department also provide customer service support for open access publication queries.

The Open Access Support Coordinator (OASC), will be responsible for delivering against the Operations strategy for OA Growth.

The role will take the RS lead, working with STMJ to define and manage the on boarding process of new agreements. The OASC will use their strong project management skills to manage multiple on boarding contracts at any one time.

They will be a confident problem solver and have experience in re-engineering and creating new processes when contracts have bespoke requirements.

  • Self starter, must be able to manage own workload and effectively prioritise as demands of the business change.
  • Strong communication skills, confident leading discussions with all levels of management; convincing, clear presentation and reporting style.
  • Confident project management skills.
  • Vast experience of working with Lean (Six Sigma) methodology.
  • Proven delivery of results across a breadth of activities and projects.
  • Negotiation skills.
  • Coaching skills.
  • Education, Knowledge, Skills and Experiences

  • Recognised project management qualification or lean six sigma green belt.
  • Analytical & process engineering skills including an affinity with the compilation and analysis of reporting data.
  • Able to demonstrate a successful track record in a business where Customer Service is a major priority.
  • Ability to lead and motivate a project team.
  • Apply
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