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.

Ready to Apply?

If you're enthusiastic about delivering excellent customer service and enjoy working as part of a team, we'd love to hear from you.

Even if you don't meet every requirement, we encourage you to apply. We recognise that valuable skills and experience can come from a variety of backgrounds.

Apply today and discover where a career with DC Thomson could take you.

Closing date: Thursday 26th November at 12pm