Job Description:

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role:

We are seeking a Senior Advisor to deliver expert Society Services support, acting as the primary point of contact for nominated learned and professional societies, their administrators, and members. Societies are independent, mission‑driven organisations that represent academic and professional communities and work in partnership with Wiley to deliver publishing, membership, and engagement services that support their disciplines and members worldwide.

In this role, you will be responsible for providing high‑quality membership services, specialist advice, and accurate invoicing, while proactively reviewing and improving service delivery in line with society needs and partnership objectives. Working within the Customer Service department in Global Operations, you will collaborate closely with publishing teams and internal colleagues to ensure seamless end‑to‑end support and to build strong, trusted relationships with society partners.

You will also act as an escalation point for complex or sensitive queries, providing specialist guidance to Tier 1 and Tier 2 teams and helping to ensure consistent, high‑quality service across all society interactions. This role reports to the Senior Manager, Society Services and has no direct reports.

Job Responsibilities:

• Provide expert Society Services to society administrators, be the main point of contact for support and generate society invoices for nominated societies and publishing solution partners. Provides helpful information and thoughtful advice to society administrators, publishing team and internal colleagues and proactively review the service delivered.

• Deliver Membership services providing support to members, ensuring they receive prompt, accurate and quality responses to queries, achieving KPI’s targets.

• Provide personalized support to Research Publishing teams and other colleagues.

• Identify root causes and drive process improvements to enhance efficiency, mitigate operational risk, and ensure consistent, high‑quality service delivery.

• Provide escalation support to Tier One and Tier Two Customer Service agents through the provision of specialist level knowledge, expertise and feedback to support continuous learning

Required Qualifications:

• Diploma or equivalent qualification, or relevant work experience to the same level

• Experience working in a busy environment, meeting deadlines and service targets

• Excellent written and verbal communication skills, with strong attention to detail and accuracy

• Good time management and organisational skills, with the ability to manage competing priorities

• Confidence using a range of systems and data to support decision-making and service delivery

Skills and experiences that are not required but desired

• Degree or professional qualification

• Customer Service or business/office practice qualification

• Experience within publishing or a related industry

• Proven experience in an advanced customer service or senior administrative role

• Confidence using a range of systems and data to support decision‑making and service delivery

• Customer Service or business/office practice qualification

• Demonstrated ability to , identify root‑cause issues, and suggest process improvements that enhance efficiency, reduce operational risk, and support consistent, high‑quality delivery.

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

When applying, please attach your resume/CV to be considered.

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