Job description

The role is a key appointment within the Centre of Excellence team. This role reports directly to the Customer Support Leaders.

The role will entail dealing with customers via various methods of communications and administrative duties. On a day-to-day basis the role will focus on resolving issues and queries from customers via email and telephone.

Main Responsibilities

Some of the key responsibilities for this new role are:

• Managing email communication with customers through email, phone, and live chat.
• Logging and solving customer complaints following Company processes.
• Raise and issuing refunds where necessary whilst keeping accurate records.
• Liaising with team leaders to feedback all issues to remain in line with operational processes.
• Administrative duties as and when they are required.
• Learning about the organisation’s products and services and keeping up to date with any relevant changes
• Attending departmental meetings as and when required.
• Some manual handling required as searching for orders may be required
• Undertaking any other reasonable tasks as and when required.

Person Specification

The successful individual will have good written and spoken English, personal organisation, planning and time management. Excellent communication skills and working well under pressure will be essential. Reliability, influence and personal effectiveness are also necessary.

The individual will also have a passion for understanding customers and their needs and be able to leverage this understanding by concisely summarising problems and support this with practical solutions and recommendations in line with company processes and values.

You will need to be a good listener, possess problem solving skills and high standards of accuracy.
To help the business deliver on its ambitious strategic goals the individual will need to work effectively within the Centre of Excellence team.

To be truly effective in the role, the individual will therefore need to possess customer service skills. Whilst being a great team player is important to deliver the requirements above, the individual will need to be able to demonstrate an ability to work autonomously as well as liaising with other departments.

The individual will therefore need to be flexible in terms of hours worked in peak periods.

Our Group
Founded in 2002, World of Books is a circular economy, for profit company that supports charities and protects the planet by enabling more goods to be reused. We are pioneers in the re-use and recycling of unwanted books, recycling about 80 million books each year, equivalent to around half a million trees.

We achieve this through three direct-to-consumer e-commerce businesses, supported by our own technology.
Find out more about the World of Books Group here: https://www.worldofbooks.com/en-gb/about-us/group

World of Books
Is the UK’s largest seller of used books online; selling to over 190 countries through our own website, marketplaces and wholesale partners. World of Books inventory is in excess of 4 million books, purchased from UK charities in return for payment and saving their waste disposal costs.
For those books we cannot sell, we ensure they are recycled and turned into products such as newspaper, cardboard packaging and tissue products.
Find out more about World of Books here: https://www.worldofbooks.com/en-gb/about-us

Ziffit.com
Established in 2013, to buy unwanted books, CD’s DVD’s, Blu-ray and console games directly from consumers via its market leading app. The smart technology enables consumers to use their mobile device to scan a product bar code or to simply tap in an ISBN code from a book for an instant valuation.

Ziffit sells all its books, CDs, DVDs and games via World of Books own website or partner websites such as Amazon and eBay.
Find out more about Ziffit.com here: https://www.ziffit.com/en-gb/about-us

World of Rare Books
Sells books published prior to 1970 (including rare, vintage and 1st edition titles) alongside vinyl and other ephemera through our own websites and other marketplaces. This business offers one of the largest selections of pre-ISBN books in the market and is the largest supplier of wholesale vintage books for decoration in Europe.
Find out more about World of Rare Books: https://www.worldofrarebooks.com/about-us

Our Technology
Our success is underpinned by our technology. We have developed bespoke software solutions to tackle changing market conditions and pricing. Our technology manages our warehouse, streams our stock and extends our reach to over 20 global marketplaces.

Our Vision
To be the leading seller of used books globally, while helping people to reuse and recycle for less through innovation and technology

Our Values
Responsibility: We work responsibly, value each other and treat the planet with respect.
Action: We take actions that improve our business for customers, colleagues, partners and shareholders.
Pioneering: We find new ways to better ourselves, lower our costs and grow our business.

Business for Good
World of Books Group is committed to using its business as a force for good in the world and we take our social and environmental responsibilities seriously. Our business model is designed to do good: helping charities, the environment and providing access to literature. As our business grows, so will its impact across these areas.

Job Type: Full-time