Publishing Services Manager

Publishing Services Manager

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careers@ioppublishing.org.

Be part of a community working together to make science better. A society publisher with the perfect blend of not-for-profit purpose and commercial perspective. Here, we help each other be the best we can be: a team big enough to impact and small enough to care.

We have a new and exciting opportunity for an experienced Publishing Services Manager to join our Peer Review team based in Bristol.

Role Summary

What will you be doing?

The Publishing Services Manager will be responsible for overseeing the delivery of exceptional customer experience to authors, reviewers and partners during the peer review process. The Publishing Services team are responsible for all incoming queries related to pre-publication of journal articles and for conducting multiple compliance checks throughout the peer review process, including responsibility for manuscript readiness for production.

We are looking for someone who is a customer support expert who is an experienced line manager who can manage a team of up to 10 Publishing Services Assistants.

Key job accountabilities include:

1. Delivering outstanding customer support to authors, reviewers, editorial board members and partner societies;
2. Owning the customer support experience during peer review: ensuring that written and verbal queries are answered in a helpful and timely manner;
3. Responsibility for multiple peer review compliance checks, whether managed by IOP Publishing colleagues or vendors, with a high degree of accuracy and timeliness;
4. Working with customer support vendors to enhance the customer experience during peer review (shared with other managers);
5. Managing, motivating, and developing a customer support team;
6. Maintaining a focus on continuous improvement and best practice within the team.

About you:

Knowledge, skills & previous experience:

1. Proven experience in a customer services role;
2. Experience managing vendors;
3. Line management experience (this position will require someone to manage a team of up to 10 reports);
4. Understanding of academic publishing (desirable);
5. Experienced in training others (desirable);
6. Excellent communication skills;
7. Positive can-do attitude, open to change.

We know it is unusual for someone to tick every box so, if you don’t meet all the criteria, but demonstrate most of the skills and experience we are looking for, and have the enthusiasm to work with us, go ahead and apply.

We aim to review applications soon after they are received and will arrange interviews when there’s someone we’re keen to meet, therefore we may conduct interviews prior to the closing date and reserve the right to close the advert early.

Why work with us at IOP Publishing:

Purpose: We are a world leader in the development of electronic publishing for the scientific community - working in the interests of science and scientists, we aim to maximise the impact of the research we publish.

Culture: We offer a truly international culture with offices in Europe, Asia and the US and our reach is global. Our culture is the perfect blend of dedicated and intelligent professionalism, informal, friendly collaboration and authenticity with a social conscience.

Financial Benefits: A competitive salary starting from £40,000 (Band C) depending on experience, an excellent pension scheme (up to 12% company contribution), a discretionary annual bonus scheme, a £200 stipend payment on completion of the probation period, and a range of other useful and cost-saving benefits available through our benefits platform.

Health and Wellbeing: 33+ days holiday (including bank holidays), a 35-hour working week, life assurance, cycle-to-work scheme, dental insurance, health care cash plan, and a great positive working environment in our brand new office in central Bristol - modern airy and designed with all of our colleagues in mind – for work and social time.

Flexibility: The contractual location of this role is our Bristol office, but we have recently moved to a hybrid working model with a dynamic and blended combination of office and remote working, dependent on business and team requirements. We are looking for someone to attend the Bristol office on a quarterly basis. Any travel to our Bristol office is at the employee's own expense.

To apply, please submit your CV through our careers site.

IOP Publishing is an equal opportunity employer. Our goal is to ensure that diversity, equity and inclusion (DE&I) are built into our identity in a way that is natural and sustainable, visible through the work we produce, our company branding, our professional networks and the communities we serve and support, which includes our employees, talent communities and candidates. We particularly welcome applicants from under-represented backgrounds.

We make recruitment and workplace adjustments wherever we can, so please let us know if there’s anything that we can do to support you.

Please note that we are unable to provide visa sponsorship for candidates. If however you already have the right to work in the UK or hold an eligible work permit or visa, we encourage you to apply for this position.