Director of Researcher Support and Customer Experience


View: 101

Update day: 04-06-2023

Location: Oxford South East

Category: Printing / Publishing


Job type: Full-time

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Job content

Are you a powerful communicator?
Are you interested in continuously improving the customer experience?

About our Team
As a Researcher Support team, we strive to deliver high quality assistance and delight our customers. We aim to satisfy our customers needs. We work collaboratively within the team to deliver excellent service.

About the Role
The role is responsible for delivering delightful support to researchers throughout their publication journeys with Elsevier. The role will spearhead and implement customer centricity principles and programs within the department and within the wider Journal Operations organization. Working in close alignment with the Publishing and Product teams that collaborate on the researcher publication journey. The role is responsible for managing a department of 35 people and for managing a vendor relationship deploying approx 200 Researcher Support agents.

  • Delivering best in class customer experience to Researchers throughout the publication process.
  • Becoming a trusted business partner to our stakeholder management team by building successful and collaborative relationships
  • Demonstrating excellent people management. Comprehensive skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.
  • Providing thought leadership to your team and to the wider organization in the area of customer experience.
  • Building and maintaining customer satisfaction with the products and services offered by the organization.

  • Be fluent in English (oral and written) and have excellent all-round communication skills
  • Able to set, communicate and achieve business objectives through direct management of others. Experience of managing different team sizes and levels
  • Have demonstrable relevant experience with a degree in science or business management subject

Work in a way that works for you
We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
  • Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us
We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

Working for you
At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
  • Generous holiday allowance with the option to buy additional days
  • Health screening, eye care vouchers and private medical benefits
  • Wellbeing programs
  • Life assurance
  • Access to a competitive contributory pension scheme
  • Long service awards
  • Save As You Earn share option scheme
  • Travel Season ticket loan
  • Maternity, paternity and shared parental leave
  • Access to emergency care for both the elderly and children
  • RECARES days, giving you time to support the charities and causes that matter to you
  • Access to employee resource groups with dedicated time to volunteer
  • Access to extensive learning and development resources
  • Access to employee discounts via Perks at Work

About Us
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Join Us

Purposeful Work
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

Growing Every Day
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.

Colleagues Who Care
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.

Together, we create possibilities.
Join us


Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
Please read our
Candidate Privacy Policy
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Deadline: 19-07-2023

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