Customer Services Team Leader - Farringdon, Devon, United Kingdom - New Statesman

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.

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.

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.

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.

Prior experience in delivering outstanding customer service.
Excellent writing and editing skills, with a professional telephone manner.
Commercial awareness and experience working towards targets.
Familiarity with customer service systems such as Zendesk, Pardot, and Piano is beneficial but not essential.

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.

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