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Job description

We are seeking a highly motivated and experienced individual to join our team as a B2C Customer Services Manager with additional responsibilities in B2B customer engagement support. In this role, you will oversee and manage all aspects of our B2C customer service operations, ensuring the highest level of customer satisfaction. Additionally, you will be responsible for supporting customer engagement initiatives for our B2B clients, fostering strong relationships, and providing exceptional service. This position requires strong organisational skills, excellent communication abilities, and a passion for delivering outstanding customer experiences.

Basic Scope and primary objectives

• To run the day-to-day customer service function for THE magazine subscriptions (B2C)

• To ensure all customer queries and requests are met and dealt with within the company SLA’s

• To own and provide full backend support for THE’s B2B subscription services

• To support B2B client on-boarding and engagement

Day-to-day tasks and activities

• Working closely with Finance on payment allocations (Direct Debit and Agency)

• Responding to B2C email and phone enquiries including the setup, modification, invoicing, address updates, login-in issues, welcome communications, and cancellation of new and existing subscriptions

• Dealing with all agency enquiries for new and existing orders

• Supporting the editorial team with the cleansing of fulfilment data

• Maintaining and improving canned responses for customers

• Back issue request and returns support

• Maintaining and progressing list of “new ideas & improvements” for CS/THE website/Customer

• Supporting the Subscriptions Director with any ad-hoc requests in relation to any change to the business that directly impact the end customers

• B2B contract checking and activation for Subscriptions and Campus+ partners

• Institutional subscriptions welcome/renewal comms on contract activations

• One-month follow ups to see if universities have any questions around their subscription

• Ad-hoc and quarterly usage report requests for customer who require them

• Participating and eventually leading on engagement calls for institutional subscriptions and content sharing partners

Job Type: Full-time

Salary: Up to £35,000.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: In person

Reference ID: Customer Support & Engagement