Customer Service Coach

We are on a mission to make science open so everyone can live healthy lives on a healthy planet

Who we are

Frontiers is the 3rd most-cited and 6th largest research publisher and we publish groundbreaking discoveries by the world's top experts.

Scientists empower society and our mission is to accelerate scientific discovery by making science open. We place the researcher at the center of everything we do and enable the research community to develop the solutions we need to live healthy lives on a healthy planet.

Join the publishing revolution.
The Role
We are seeking a driven and target-oriented Customer Service Coach to train, monitor, and improve the performance of customer facing teams within Publishing Operations, helping to ensure that we provide high quality service to our customers (primarily Authors, Editors and Reviewers). You will develop, monitor, and analyse rating metrics for all communication channels, including, email/cases, and online chat to ensure the quality of Customer Service is tracked. Working closely with senior management you will work to find solutions to any blockers which are identified to be hampering successful customer service experiences across the board

Key Responsibilities

• Conducting a skills gap audit which includes identifying both individual and team gaps.
• Scheduling regular training sessions in line with department requirements.
• Ensuring new hires carry out Customer Service training, including communication and troubleshooting skills and coordinate mentorship programs for new Customer Service specialists
• Creating effective Customer Service procedures and policies that allow for follow-up where necessary in collaboration with the Quality Assurance and the Customer Service Manager.
• Recommending changes to products or services to fulfil customer needs and to improve our service offering.
• Delivery and planning of training and coaching based on the levels of quality, accuracy and business need.
• Challenge existing practices by identifying, proposing and implementing areas of process improvement.

About You

• Proven experience as a Customer Service Trainer/Coach or another relevant role.
• Proven 3 years of experience as a Customer Service Trainer or a Sales Trainer
• Experience working with CRM tools and with digital technology
• Familiarity with interactive learning activities
• Managing Process & Developing Standards
• Ability to analyse a high volume of information
• Adaptable to rapidly shifting goals
• Can deliver and receive feedback in a constructive manner

Application Process
Your application must include:
1. Your latest CV and a tailored cover letter in English
2. Your current notice period

Benefits

With more than 50 nationalities represented in our global team, you will work regularly with teammates in other countries, and with our community of researchers, editors, and authors from around the globe.
Our mission to create solutions for healthy lives also extends to the working environment we provide for our employees.

This includes:
100% remote working
Employees now have the flexibility to choose where they want to work, with remote working available on a part- or full-time basis (not applicable to some Workplace/IT jobs due to nature of role requiring presence onsite, in the office).

Learning and development
All employees have access to LinkedIn Learning (and Pluralsight for our technology team), an annual personal learning budget, and dedicated L&D time.

Wellbeing
We offer free online yoga classes, an employee assistance plan, access to the Headspace app, and four wellbeing days on top of your annual leave allowance.

Volunteering opportunities
Employees can dedicate three days each year to volunteer for a personal cause or through our volunteering partner platform, Alaya.

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.

Job Type: Full-time