Customer Contact Executive

At DC Thomson we are a business with a purpose – to make a positive impact on the communities we serve.

We are home to some of the world’s best loved media brands, organised around local news and radio, companionship, kids, advocacy, energy, puzzles and hobbies.

The Courier, The Press & Journal, The Sunday Post, Beano, Stylist, Puzzler, The People’s Friend, My Weekly, Pure Radio, bunkered, Energy Voice, Findmypast and Brightsolid are just some of the brands you might know us for.

Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.

We’re changing the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that make audiences want to be part of our communities.

Our HQ is in Dundee and we have bases around the UK employing over 1,200 extraordinarily creative colleagues working in a mix of office/home/hybrid. They’re passionate about being part of the story of so many well-loved brands and they’re crucial to our ambitions for the company.

We’re looking for the best people to join us at DC Thomson, to share their energy, ideas and skills and be part of our story.

Why join us now?

DC Thomson is on an exciting transformation journey to growth. Our brands matter to people and we are passionate about sustaining meaningful relationships with the communities these brands serve.

Focused on creating brilliant content and experiences that inspire our audiences and communities.

The Opportunity:

We are looking for a talented individual to join our Customer Experience Team on a permanent, full-time basis. The customer is at the heart of everything we do. We aim to provide an excellent customer experience to our print and digital subscribers over different channels, dealing with high volumes of calls, emails, webchats and mail.

The core of the role is to be an ambassador for our well-renowned and much-loved brands.

Our team are experts in our titles, subscription offers and system management so that we can provide gold star customer service.

If you are quick to learn, enthusiastic and enjoy working in customer focussed role as part of a team, then we’d love to hear from you.

Responsibilities:

• Answering high volumes of calls, emails and webchat proficiently
• Being an ambassador for our brands and titles
• Operating a variety of systems and completing admin processes accurately
• Problem solving to resolve complex customer queries
• Precise and prompt data entry
• Liaising with internal and external stakeholders to resolve issues
• Undertaking admin tasks relating to the sales process
• Working as part of a small team to assist customers and support each other
• Customer Satisfaction (internal & external)
• Call statistics on volume of inbound / outbound telephone calls
• Upsell/Cross sell/Customer retention statistics
• Revenues and Subscriptions Volumes
• Quality Assurance

Experience:

• High standard of English, both written and verbal
• Polite and professional telephone manner
• Accurate data entry
• An engaged and dedicated approach
• Desire for continuous self-development within the role
• The ability to learn new systems and understand complex business processes
• Ability to build relationships with customers and colleagues
• Background in customer service experience is desirable

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, permanent position, working 35 hours per week from our Meadowside Office. We offer a generous package including 34 days holiday, Health Cash Plan, Onsite Staff Gym, excellent Pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email recruitment@dcthomson.co.uk

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.