Senior Customer Service Executive

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Senior Customer Service Executive (up to £36,000)

Immediate is home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and BBC Gardeners World magazine. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events.

We're the destination for people looking to get more from the things they love. We're here to inspire, fuel, encourage and educate.

Whether it's the big things, or the little things; from reaching fitness goals to savouring good food, cultivating outdoor spaces, or enjoying the latest TV sensation - we help bring our audiences joy!

About the role

Delivering excellent customer service is our top priority and we pride ourselves on going the extra mile. This is a new position to ensure we maintain our excellent customer service levels to our fast-growing customer base.

In this role, you'll be responsible for active management of our Customer Service partner to deliver excellent service levels for our customers. You'll set up processes to efficiently manage the customer services function whilst also providing valuable feedback to the marketing team on how we can build products that customers love and deliver a fantastic customer experience.

In addition to your main customer care responsibilities, you will also have ad hoc projects to deliver. These could include customer research, assisting with projects to develop new features, and helping to test new functionality we are developing for the service.

You'll love this role if;

• You thrive on getting things sorted and delivering customers satisfaction

• You're a people person and enjoy building relationships both with your team and customers

• You're detailed orientated, organised and like solving problems

As a Senior Customer Service Executive you will;

• Actively manage our Customer Service partner to deliver excellent service levels & timely resolve for our customers.

• Create customer service processes and relevant customer briefs to evolve our Customer Service function as we transform our business to accelerate our subscription growth.

• Represent the voice of the customer, identifying areas of improvement and translating them into actionable insight for stakeholders.

• Proactive management of customer service communication to ensure they are up-to-date and reflect accurate information, in the right brand voice.

• Be the main point of contact for internal teams and Customer Service partner and resolve escalations in a timely manner.

• Ensure contact centre teams maintain thorough and accurate customer records including contact logging, data collection and data protection statement, through regular SLA / KPI reviews and report to stakeholders regularly.

• Manage Feefo, Trustpilot and App Store reviews to improve our overall customer satisfaction scores.
• Create best in class C-SAT reporting both at the company, brand, customer and a customer service agent level.

• Spot check customer service communications and work with our contact centre manager to implement necessary training to deliver an improved experience.

Requirements

• You'll need to have an excellent standard of written English and grammar, your writing style should be clear, concise and friendly.
• Able to approach problem solving in a logical way, and be confident performing technical checks and working closely with the technical team.
• Have a helpful 'can do' attitude - always looking for the best solution for a member.
• Be a good team player and show a flexible attitude to work demands and practices.
• Able to work independently.
• Demonstrate a proactive approach to continuous personal development.
• Have a confident telephone manner. Be a good listener, friendly, calm and patient.

Benefits

• A relaxed working environment with regular socials including a summer festival
• Immediate Community webinars, well-being initiatives and Mental Health First aiders
• 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year's which are in addition to your annual entitlement
• Tailored training and development through our Love Learning platform
• A progressive and transparent culture with clear career progression
• Flexible / hybrid working plus early finish Fridays
• Cycle to work scheme
• Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy
• Competitive pension plans and Life Assurance
• A newly renovated modern office with lots of collaborative spaces

We pride ourselves on our open, collaborative, and dynamic culture. This encourages our people to thrive, and give their best whilst being supported, developed, and nurtured. As we care about our people, our environment, and the impact we make, we have an active Diversity & Inclusion network, comprehensive well-being programmes, and clear sustainability strategies.

Diversity, equity and inclusion are at the heart of all our values and leadership behaviours to ensure Immediate remains a place where everyone feels included and empowered;

We care

We succeed together

We enjoy the ride

We are bold

We never settle

We get on with it

People are at the heart of our business and creating a diverse and inclusive working environment is extremely important to us. Immediate is an equal opportunities employer. We'll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We're also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities.