Journal Support Specialist

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

About the Brand

Springer Nature Technology and Publishing Solutions is the technology and publishing solutions arm of the Springer Nature Group. We leverage our insight in the publishing domain and acquire, produce and deliver content across media and markets using our Technology and Publishing Solutions. With a focus on technology driven solutions and deep insight in the publishing domain, Springer Nature Technology and Publishing Solutions offers a range of services that help our Group brand acquire, produce and deliver content in the most efficient ways possible. We are driven by over 1000 professionals in Technology, Research & Analysis and Marketing shared services.

About the Role

Journal Support is part of the Springer Nature Customer Service (SNCS), which acts as a front-line support for journals. With our top reputation and satisfaction scores, SN is well-placed to be the most customer-centric business in our industry and our team focuses on delivering a unified and consistent support experience for our journal authors, external editors, and reviewers.

Journal Support is made up of a first level BPO team, supported by 2nd level agents. The 2nd level agents are responsible for escalated and complicated issues and queries and for assisting the first level team in growing their knowledge to continually learn, develop and improve performance.

Roles Responsibilities:

• Maintain good knowledge of business objectives, priorities, projects, product and services development and how these translate to department priorities and projects.
• Apply relevant policies and legislation including GDPR compliance
• Conduct quality and accuracy checks on BPO work, completing monthly calibration sessions and regular feedback on quality and performance.
• Participation in department projects and initiatives, including system testing, policy changes
• Creation and update of support articles to improve self-help
• Employing six sigma methodology to identify improvement opportunities and suggest process changes or training need, to drive quality and improved performance.
• Knowledge and understanding of department strategy, aligning work to team and department targets – understand performance metrics and look for ways to improve them.
• Ability to build collaborative relationships with other SNCS teams, stakeholders and other teams in the business to grow knowledge and provide excellent service to authors.

Experience, Skills & Qualifications

Experience: 1- 5 years

Skills

• Good Communication Skill (written and spoken English)
• Strong Publishing background knowledge- editorial workflows and peer review systems
• Strong analytical and logical reasoning ability
• Customer service and business communication experience
• Strong computer/PC skills (MS Word, Excel, Outlook) SAP desirable
• Continuous improvement mindset
• Ability to build relationships and collaborative in approach
• Able to multi-task and re-align priorities as need requires

Qualifications:

Bachelor’s/Master’s degree in any discipline

Please Note- In accordance with our internal career movement guidance, 12 months in current role is a requirement before applying to a new role.

Internal applicants: We encourage you to speak to your manager once the interview process has started. At the point of offer acceptance, it is required that you inform your manager. If, for any reason, you’re unable to do so, please contact HR, who can provide guidance as required.

Candidates will be considered on a first come, first serve basis. Interested applicants are encouraged to apply at the earliest to ensure timely consideration

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit https://careers.springernature.com/

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Why work here?

We are an ambitious and dynamic organisation, and home to some of the best-known names in research, educational and professional publishing.

Working at the heart of a changing industry, we are always looking for great people who care about delivering quality to our customers and the communities we work alongside. In return, you will find that we open the doors to discovery for all our employees – offering opportunities to learn from some of the best in the business, with a culture that encourages curiosity and empowers people to find solutions and act on their instincts. Whether you are at the beginning of your career or are an experienced professional, we invite you to find out more about the roles we offer and explore our current vacancies.

About Us

We are a global and progressive business, founded on a heritage of trusted and respected brands – including Springer, founded in 1842, Macmillan, founded in 1843 and Nature, first published in 1869.

Nearly two centuries of progress and advancement in science and education have helped shape the business we are today. Research and learning continues to be the cornerstone of progress, and we will continue to open doors to discovery through trusted brands and innovative products and services. Springer Nature Group was created in May 2015 through the combination of Nature Publishing Group, Macmillan Education and Springer Science+Business Media.