Customer Experience Advisor

Job title: Customer Experience Advisor

About the Role

Our customers are at the heart of everything we do. We're looking for a Customer Experience Advisor to join our Customer Experience Team on a permanent, full-time basis.

You'll help deliver an excellent experience to our print and digital subscribers across a range of channels, including phone, email, webchat, and mail. As an ambassador for our well-known and trusted brands, you'll support customers with a variety of queries while providing a high standard of service at every stage of their journey.

This is a great opportunity for someone who is quick to learn, enthusiastic, and enjoys working in a customer-focused role as part of a supportive team.

What You'll Be Doing

• Responding to customer enquiries across phone, email, webchat, and mail in a timely and professional manner.
• Acting as an ambassador for our brands and titles, delivering a positive customer experience.
• Using a variety of systems to manage customer information and complete administrative processes accurately.
• Investigating and resolving customer queries, including more complex issues.
• Maintaining accurate customer records through precise and prompt data entry.
• Liaising with internal and external stakeholders to resolve customer issues effectively.
• Supporting administrative processes linked to subscriptions and sales activities.
• Working collaboratively within a small team to support customers and help achieve shared goals.
• Contributing to customer satisfaction, customer retention, and overall business performance.

Requirements

• What We're Looking For

• Essential

• A high standard of written and verbal English.

• A polite and professional telephone manner.

• Strong attention to detail and accurate data-entry skills.

• An engaged and dedicated approach to your work.

• The ability to learn new systems and understand a range of business processes.

• Strong problem-solving skills and a customer-focused mindset.

• The ability to build positive relationships with customers and colleagues.

• A willingness to learn and develop within the role.

• Desirable

• Previous customer service experience.

• Experience handling customer enquiries across multiple channels.

• Experience working with customer management or subscription systems.

• Why Join Us?

• You'll join a knowledgeable and supportive team with expertise across our brands, subscriptions, and systems. Every day brings a variety of customer interactions, giving you the opportunity to develop your skills while playing an important role in delivering excellent service to our subscribers.

• Working closely with colleagues across the business, you'll contribute to maintaining the high standards our customers expect from our trusted brands.

• Closing date: Thursday 26th November at 12pm