- 35 hours a week, Monday – Friday, flexible on daily working hours
- Occasional weekend work may be required
- The role is fully remote, and we encourage applications from people historically excluded from the publishing industry
As well as the roles and responsibilities outlined below, you can be as involved with our book selection process as you wish.
Key details:
- This role is open to UK residents or those with the right to work in the UK only
- Annual salary of £29,000
- You must be 18+ to apply
- Applications close on: Monday 6th January 2025, 9pm GMT
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About Illumicrate:
Illumicrate is the original UK book box subscription. Founded in 2015 as a quarterly subscription, today, Illumicrate not only has a monthly book box subscription, and a monthly book only subscription, we also offer:
- a monthly romance subscription
- a quarterly horror subscription
- a quarterly sci-fi subscription
- special edition boxes
- exclusive editions of books, including special editions of Daphne Press releases
The books we feature and sell are unique to us and we include all genres both Adult and Young Adult. We work closely with publishers on creating exclusive editions specifically for our monthly boxes. We are also the pioneers of aligning special edition boxes with highly anticipated releases, with The Language of Thorns by Leigh Bardugo being the first of these in 2017. As a whole business and team, our core values are quality and inclusivity. Our book choices reflect the world we live in and our customer base; we support marginalised authors where possible and strive to feature UK-based authors as much as possible. We know our customers appreciate our diverse choices. We are interested in hiring someone who has a genuine passion for books and who aligns with our brand, values, and book choices.
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Support Supervisor responsibilities:
- Assist in the day-to-day management of customer support emails including assessing their priority, assigning them to members of the team, tidying up the inbox and spam folder checks
- Be the first point of contact for Support team members who need assistance or have queries
- Lead meetings with Operations and support teams to assess damage complaints
- Collaborate with the Operations team including escalating any issues from the Support team, chasing priority queries and providing updates from Operations to Support
- Assisting with training plan and onboarding for new staff, plus ongoing upskilling and goal progression
- Answer complex customer queries regarding issues and concerns / escalated emails and handle payment disputes
- Help to streamline existing processes
- Take notes for any future meetings or interviews when required
- Co-ordinate with the Head of Support to provide manager coverage throughout the working day and during periods of annual leave/other absence as much as possible
- Any other duties, as required
Skills and qualifications:
- Experience supervising a team, ideally in a customer support/service environment, is essential
- Experience working in a remote customer support/service environment is desirable
- Ability to work well under pressure, with good decision-making and people management skills
- Willing to show initiative and take independent responsibility for prioritising tasks across projects
- Strong communication skills with the ability to communicate complex information both to customers and to partners within the business
- The ability to be empathetic with both customers and colleagues
- Great organisational and problem-solving skills
Job benefits:
- Work equipment, if required
- Flexible working hours
- Generous holiday allowance + Bank Holidays
- Private healthcare plan
- Company pension
- Complimentary Illumicrate, Afterlight, Evernight and Starbright products
To apply, send us an email with your CV to illumicratejobs@gmail.com. Use the subject line: SUPPORT SUPERVISOR APPLICATION.
Make sure you include:
- Your full name, location, and a confirmation that you are over 18
- Summary of previous supervisor experience
- Your answer to the question: ‘what do you feel you can bring to this role?’
- And tell us your three favourite books you’ve read in 2024, and why you liked them?
We can only accept applications sent to the email address with the relevant subject line. Applications sent via any other medium will be discounted. Due to the expected high volume of applications, we may not be able to respond to all candidates.
