Customer Service Executive London, England
Job description
Immediate start desirable!
About Us
The New Statesman, is the leading progressive political and cultural magazine in the United Kingdom, celebrated for its dynamic and liberal politics, its intelligence, its range of opinions and the quality of its writing and analysis.
In this new digital era, we continue to be committed to truth-telling and journalistic excellence. Now our goal is to expand our coverage internationally as we analyse and explain the defining political, economic, cultural, technological and social issues of our time. In addition to the New Statesman our group’s titles cover a wide range of topics from consumer luxury to capital markets.
We need great people to join our diverse and inclusive business. In return you will have access to a range of benefits, we believe there is something for everyone!
Overview of the Role
To be responsible for ensuring all new and renewal orders for New Statesman received online, by telephone, email and mail are processed quickly and accurately on our customer database. To provide an excellent customer service to all New Statesman customers.
Main Responsibilities
- To ensure all new and renewal orders received online, by telephone, email and mail are processed quickly and accurately on our customer database
- To answer daily NS customer telephone and email enquiries in a professional manner
- To help to renew subscribers onto NS bundled print and digital subscriptions and promote upgrade packages to existing print subscribers
- To process cheques, credit card, direct debit payments and bank transfers – recording transaction details on the company’s platform
- To record all incoming cheques on internal audit spreadsheet and keep scans for audit purposes. Deposit all cheques into the bank account in a timely fashion
- Manage rolling invoice spreadsheet and follow-up any outstanding invoices with phone calls and emails.
- To work with our Accounts Department to reconcile payments
- To liaise with agencies (e.g. Ebsco & isubscribe) to process and manage their orders
- To keep NS Head of Marketing aware of any customer complaints work and notify the NS Editor of any critical issues. Working with the NS Marketing and Editorial teams to resolve any customer issues as when needed
- To work closely with the NS Marketing Manager and other customer service assistants to ensure you are fully briefed on NS marketing campaigns and able to deal with enquiries. Use customer feedback to improve service and develop new initiatives to promote our online content
- Other duties as required.
About You
- Some experience of providing outstanding customer service
- Accurate data inputting
- Good telephone manner, able to make outbound calls to support ‘win-back’ renewal and upgrade promotions
- Able to prioritise tasks in a frenetic environment
- Good communication skills (written and spoken)
- Highly organised and self-motivated with the ability to prioritise tasks
- Must be able to work accurately, under pressure, to meet strict deadlines
- Strong spoken English and written English
Equal Employment Opportunity
New Statesman provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. We look forward to hearing from you.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in London, EC1N 8EB
