Senior Customer Service Executive, Immediate Media Co
£30.6-36k
Special interest content and platform company
Be an early applicant
Special interest content and platform company
501-1000 employees
Be an early applicant
£30.6-36k
501-1000 employees
Company mission
To help their audiences get the most out of the things they love, whatever they spend their time and energy on.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Immediate Media is a multinational publishing house that originated from the combined assets of multiple, formerly independent publishing houses, such as BBC Magazines, Magicalia, and Future.
Immediate, which was acquired by Hubert Burda Media in 2017, stands out for its niche as a content and platform company that only focuses on special interest markets, offering content from over 75 consumer brands ranging from Radio Times and CBeebies to BBC History and Cycling Plus. This breadth of specialised content has led to over 74M global consumers.
The company continues to see growth as it acquires new companies to expand its portfolio. Already the UK’s leading food media publisher - boasting 30M monthly users in this sector - it recently acquired Nutracheck, a food diary app and website, to enhance its food portfolio and further expand its digital capabilities.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-6% employee growth in 12 months
Company
Company benefits
- Contributory pension
- Life assurance
- 25 days annual leave,
- Extra day off for your birthday
- Extra day off around Christmas
- Holiday purchase and sale scheme
- Recruitment referral scheme
- Employee assistance programme
- Flexible/Hybrid Working
- Gym Discount
- Enhanced maternity, paternity and adoption benefits
- Retail and restaurant discounts
- Child-care vouchers
Company values
- Creativity
- Innovation
- Entrepreneurial spirit
Company HQ
West Kensington, London, UK
Articles
Leadership
Sean Cornwell
(CEO of Platforms & Digital, not founder)Co-founder of EarthFirelce and founder of DMEurope.com. Previously served as CEO for Direct Ferries, Chief Digital Officer for Travelex, COO for Shutl, and Managing Director & Vice President of International and Mobile for eHarmony.com.
Diversity, Equity & Inclusion at Immediate Media Co
- Improving Diversity & Inclusion in our company and content is a key priority for Immediate, we’re striving to create a more diverse and inclusive environment and to ensure our content is representative of all our audiences. To help achieve this, we have developed a strategy focused on four key strands: Empowering Network groups, Education and Training, Editorial and External, and Recruitment and Processes.
- To support our overall Diversity & Inclusion strategy and help drive change and hold us accountable to our objectives – in 2022 we will be launching our D&I panel, chaired by Jo Brandl, HR Director and Chris Kerwin, Group Managing Director, alongside other senior leaders within the company and representatives of Immediate D&I network groups. The panel will work to align the networks’ missions to business objectives, partner with the chairs to address issues that arise and help form a wider strategy to address the priorities of each network.
- We have established five internal D&I network groups to help our people feel supported, included, and provide an open environment for people to network, mentor and exchange ideas, solutions, and experiences. Have a look at the below video to find out more about our network groups.
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