Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day is different? We’re looking for a proactive and customer-focused Customer Service Assistant to join our growing team in Kettering.

This is an exciting opportunity to be part of an organisation where your problem-solving skills, communication style, and professionalism will make a real difference to our customers.

ABOUT THE ROLE

As a Customer Service Assistant, you will be responsible for delivering high‑quality, multi‑channel support across phone, email, live chat, and online platforms. You’ll be the first point of contact for customer queries, including technical support for digital products and subscriptions.

You’ll work closely with internal teams, maintain accurate records, meet productivity targets, and contribute to improving customer experience and operational efficiency

Key Responsibilities

• Respond promptly and professionally to customer enquiries across phone, email, live chat, and digital platforms.
• Serve as the first point of contact for technical support related to online products and subscriptions.
• Process customer orders accurately using systems such as SAP and Advantage.
• Meet individual productivity targets and support departmental service levels.
• Build strong working relationships across internal teams and departments.
• Identify opportunities to improve processes and enhance customer experience.

This is a full-time role (35 hours per week) working Monday – Friday between 08:00 – 18:00, hours to be agreed.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Kettering office.

WHAT WE’RE LOOKING FOR

Essential

• Confident IT skills and the ability to learn new systems quickly.
• Strong communication skills with a customer‑focused approach.
• Excellent attention to detail and time management skills.
• Ability to collaborate with colleagues and adapt to changing priorities.

Desirable

• Previous experience in a contact centre, customer service, or technical support role.

BEHAVIOURS FOR SUCCESS

We’re looking for someone who demonstrates:

• A genuine commitment to customer focus and empathetic communication.
• Strong attention to detail and accuracy in all tasks.
• Accountability and effective time management.
• A collaborative mindset and willingness to support the wider team.
• Adaptability in a fast‑moving environment.
• A drive for continuous improvement.

WHY JOIN US?

• Work in a supportive, collaborative team environment.
• Opportunity to learn new systems and grow your technical skills.
• Be part of a department that values innovation, efficiency, and excellent customer service.
• Real opportunities for development and progression.

This advert may close earlier than the stated deadline, so please apply as soon as possible.

BENEFITS

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

This role comes with the added benefit of a discretionary annual payment.

Please see our Rewards and Recognition page for more information.

QUERIES

Please contact grace.mcfadyen@oup.com with any queries relating to this role.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.