Discounts & Waivers Specialist

Job Title:                    Discount & Waivers Specialist

Location(s):              London / Dordrecht (Hybrid Working)

About Springer Nature Group          

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

Job Description

The Discount & Waivers Specialist supports authors with discount & waiver requests, in close consultation with the Springer Nature Open Access Policy team.  They work with stakeholders to assist with the creation of discount codes and tokens. They are responsible applying discounts & waivers, with strict adherence to policy instructions and timely customer service. They are expected to develop a basic understanding of the peer review and publication process and to provide expert customer service to internal teams and external contacts concerning waivers & discounts.

Main Duties:

Handle discount requests for APCs

• Timely and professional response to author requests for discounts on APCs

• Maintain documentation and records about discount codes and the discount process more widely

• Create and interpret reports of volume and query types as required

• Communicate updates to SNCS Management

• Work with policy teams as appropriate

• Keep SNCS teams up to date with any policy changes and updates

• Feedback to SNCS management with details of issues encountered and resolved, and suggest procedural changes to eradicate inefficiencies

• Ensure timely completion of administrative tasks and take responsibility for consistent and compliant application of policy driven instructions

• Work with Marketing and Publishing teams to support campaigns

Core skills:

• Highly organised – e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently

• Detail oriented

• Computer literate – understands common software (e.g. Microsoft Office suite) and gains new software skills quickly

• Experience of providing high-quality customer service

• Excellent communication skills (in English language)

• Experience of identifying issues and using own initiative to suggest solutions

• An interest in ethical processes and principles and a motivation towards best-practice excellence

• Embraces change with a positive attitude

Desirable:

• A background or interest in science, publishing or other relevant experience

• Graduates are welcome to apply.

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