Customer Service Executive

2 weeks ago

Farringdon Greater London, United Kingdom New Statesman Full time
Job Description

About Us

The New Statesman is a leading British political and cultural magazine. Since its founding in 1913, it has been renowned for its progressive and insightful commentary on current affairs, politics, culture, and the arts. With a rich history of journalistic excellence, the New Statesman continues to be a trusted source of analysis and opinion, shaping the national conversation in the UK and beyond.

About the role

As a Customer Services Executive at New Statesman, you will play a crucial role in ensuring our subscribers receive exceptional service and support. You will be responsible for addressing customer inquiries promptly and professionally, using our systems efficiently to resolve issues, and collaborating closely with internal teams to enhance the customer experience. This role offers the opportunity to work within a dynamic environment at the intersection of publishing, marketing, and customer service.

Key Tasks & Responsibilities:

  • Respond to daily customer inquiries via telephone and email with professionalism and courtesy.
  • Use systems such as Piano and Zendesk to promptly resolve customer issues, collaborating with our external customer service team (BCC) as needed.
  • Process new and repeat orders accurately and efficiently.
  • Handle agency orders and resolve related customer inquiries.
  • Keep the NS Publisher informed of any customer complaints and escalate critical issues to the NS Editor in Chief when necessary.
  • Collaborate with the NS Marketing and Editorial teams to address customer concerns and participate in key promotions and events.
  • Assist customers with website-related inquiries, including online registrations and logins, coordinating with the Tech team to resolve issues.
  • Develop customer service KPIs based on feedback to continuously improve performance.
  • Create and maintain scripts to ensure a consistent customer service experience.
  • Oversee the processing of the print magazine label run every Tuesday, including accessing and processing print subscription data in Excel and coordinating with international printers.
  • Manage group subscriptions for high-profile clients and institutions, such as libraries, universities, and parliamentary offices.

Skills and experience:

  • Prior experience in delivering outstanding customer service.
  • Excellent writing and editing skills, with a professional telephone manner.
  • Commercial awareness and experience working towards targets.
  • Highly organised and self-motivated, with the ability to prioritise tasks effectively.
  • Ability to work accurately under pressure and meet strict deadlines.
  • Familiarity with customer service systems such as Zendesk, Pardot, and Piano is beneficial but not essential.

Company benefits

  • 25 days' holiday (plus bank holidays)
  • Additional days off for your birthday, health and well-being day and volunteering day
  • Hybrid working arrangements
  • Subscription to NS publications and all other online content
  • Access to a discounted shopping program
  • Cycle to work scheme
  • Enhanced maternity, paternity and adoption pay
  • Enhanced company sick pay after probation

The New Statesman Media Group (T/A Progressive Media Investments) values diversity and is an equal opportunity employer. This hiring process will follow the principles of "blind recruitment" whereby personal information will be removed before shortlisting and the hiring manager will assess candidates based on their skills and experience only.

Candidates must have the right to independently live and work in the United Kingdom.

All personal data collected will be stored in accordance with the General Data Protection Regulation (GDPR) and applicable data protection laws.

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