Digital Support Assistant

About the Role

We’re looking for a Digital Support Assistant who is passionate about delivering outstanding customer experiences across digital channels. In this role, you’ll support customers as they navigate our online platforms, using your technical confidence, clear communication skills and customer-first mindset to make every interaction positive and effective. If you enjoy helping people, solving problems and working in a fast-paced digital environment, this could be the perfect opportunity for you.

You’ll provide seamless support across multiple digital channels including live chat, email, social media and messaging platforms, troubleshooting issues and guiding customers with clarity and empathy. You’ll confidently manage several interactions at once, resolving concerns at first contact wherever possible, and will handle challenging situations with professionalism and care. Building strong product knowledge, analysing customer insights, and staying up to date with digital tools, cybersecurity principles and industry best practice will be key to your success.

Success in this role means consistently delivering high-quality, customer-centric service across all channels, contributing to positive audit outcomes and customer feedback. You’ll work collaboratively with colleagues to identify improvements, share insights and support continuous learning. Self-motivated, adaptable and culturally aware, you’ll bring a commitment to personal development and, where applicable, additional language skills to help us meet the needs of our diverse customer base.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Kettering office.

About You

This role is key to delivering excellent customer service across our digital platforms, supporting users via live chat, email, and phones, so we’re looking for someone with strong technical ability, clear communication skills, and a genuine commitment to customer satisfaction.

What You Will Need:

• Technical literacy and confidence across multiple digital applications.
• Experience of troubleshooting digital platforms combined with effective problem-solving skills.
• Excellent communication skills across all media channels.
• A passion for new technology.

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

This role comes with the added benefit of a discretionary annual payment.

Please see our Rewards and Recognition page for more information.

Key skills/competency

• Customer Service
• Digital Support
• Troubleshooting
• Communication Skills
• Problem-Solving
• Technical Literacy
• Live Chat Support
• Email Support
• Social Media Support
• Product Knowledge