Journal Subscription and Financial Assistant

Journal Subscription and Financial Assistant

JOURNAL SUBSCRIPTIONS ADMINISTRATOR

JOB HOLDER:

RESPONSIBLE TO: Head of Finance

Full time (35 hours per week) £18k.

KEY TASKS

  • Process all journal subscriptions - whether from cheques, credit cards, cash or bank transfers. Enabling online access to journal content on the website.
  • Maintain and update customer and subscription agent details as necessary.
  • Deal with telephone, written and email subscription enquiries in respect, for example, of price, availability, claims for non-receipt or account status.
  • Assist with the production ofproforma invoices, subscription renewal and reminder invoices as required. Renewals with letters to be sent mid-October, reminders to be sent 1st week of March, assess response for 2nd reminders.Liaise with Marketing for letters to be sent with renewals and reminders.
  • Produce subscriber label runs on publication of journal issues (list of subscribers to be printed out and filed before last run)
  • Produce monthly vat report and file return electronically.
  • Produce sales reports as required.
  • Direct Debit processing.
  • Paypal processing.
  • Process back issue orders and despatch copies and maintain EUP’s print of demand list.
  • Monitoroffice journal stock levels.
  • Assist customers with activating online access, including: entering IP ranges, activating access tokens, checking customer licenses.
  • Create offers for subject collections, consortia deals, single issues, trials, EUP Archive, premium subscriptions and other bespoke arrangements.
  • Handle Site License Agreement (SLA) enquiries and requests for amendment, in conjunction with the Head of Journals. File correspondence and signed agreements.
  • Co-ordinate Abuse Monitoring, including: blocking and unblocking IP ranges, communicating with customers and recording abuses.
  • Society membership administration and good relations.
  • Run reports on 1-year lapsed subscribers and liaise with Marketing on offers – to report twice per year at October and March journals meetings.
  • Monitor non-activated subscribers and contact periodically to offer assistance with activating.
  • Support the Journals Marketing Manager with data to identify upselling opportunities: upgrade from pay-per-view purchase to full journal subscription, new subscriptions to related journals, upgrade from standard to premium subscription, customers with multiple journal subscriptions (convert to a journal collection), archive/backfile purchase, customers with high denial accesses. This may involve customer and subscriptions data analysis and compilation of customer contact information.
  • Contact non-renewed customers by telephone or email (after reminders have been sent out) to encourage them to renew or query reason for non-renewal.
  • Report website related issues to website support team (3rd party).
  • Order office copier paper and all stationary requirements for the office.
  • Assist other departments (production, editorial, finance) when time permits during the Summer months.

Skills & Experience

  • Good PC skills with working knowledge of Microsoft Excel & Word, Adobe Acrobat
  • Good numerical skills, attention to detail, and experience of handling payments would be an advantage
  • Experience of working with a range of applications and databases
  • Customer Service skills – good communication skills both written (emails) and verbal (telephone calls)
  • Ability to multi-task and manage priorities
  • Analytical skills would be an advantage, however not essential
  • Open to new working practices

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