Digital Support Assistant

Who we are and what we do

At Hachette Learning (formerly Hodder Education), there’s one thing we’re certain about. No two students learn the same way. That’s why our approach to teaching begins by recognising the needs of individuals first. Our mission is to enable every learner to fulfil their unique potential by empowering those who teach them. From our expert teaching and learning resources to our digital educational tools that make learning easier and more accessible for all, we provide solutions designed to maximise the impact of learning for every teacher, parent and student.

Aligned with our parent company, Hachette Livre, founded in 1826, we’re proud to deliver high-quality learning solutions on a global scale. We make it easier for everyone to unlock a new world of learning.

Hachette Learning is a division of Hachette, one of the largest publishing groups in the UK, with 11 publishing divisions and over 60 imprints. Everyone here is proud to be in the business of opening doors and minds.

What you'll be doing

You'll be responsible for ensuring our digital customers are supported in the technical aspects of ordering, on-boarding, accessing and effectively using their online subscription services.

Responding to customer calls and emails using the Zendesk ticket system, you'll provide advice and support through first line resolution or via internal escalation routes.

Who we are looking for

We’re looking for someone with strong initiative, who can investigate problems and queries independently, communicate information clearly and concisely, offer excellent customer support, keep customers informed, and manage their expectations.

The ideal candidate will be highly organised and able to work well independently as well as part of a team. Confidence in learning and using various IT systems is key, and an interest in education is preferable.

Experience managing and creating written and video content (to help keep our online help centre up-to-date) is desirable but not required.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• Private medical insurance
• Dental insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, including Gender Balance, Thrive, Pride, All Together, Wellbeing and religious networks
• Season ticket loans
• And much more!

The role will be based at our London or Didcot office, with a blend of in-office (3 days) and homeworking (2 days) per week.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org