Customer Services Manager, Journals
CurrentManage the Customer Services team within the publishing department of the Royal Society of Chemistry. My team supports the whole journals department to achieve our aim of being a digital first publisher focused on delivering high-quality, accessible, impactful content and an excellent customer experience for our authors, reviewers and readers. I am responsible for planning and implementing our customer services strategy and management of the customer services team. As well as day-to-day customer support, the team also gathers feedback from authors and reviewers, creates new resources and guidelines, and recommends improvements to processes, systems and technical innovations, to ensure we provide the best quality service for our customers. I work closely alongside stakeholders, business analysts and Technology colleagues to develop and implement new publishing systems; most recently a new bespoke licence and open access system for our journals.
