Customer Experience Executive

Description:

DC Thomson, a purpose-driven organization committed to positively impacting the communities it serves, is seeking a Customer Experience Executive to join its Subscriptions Team on a 6-month fixed-term contract. The successful candidate will work on-site from the Meadowside Office in Dundee, contributing to a team that is passionate about delivering excellent service to both print and digital subscribers.

The role centers around direct customer interaction, requiring a proactive, professional, and enthusiastic individual capable of responding efficiently to high volumes of customer communications, including calls, emails, webchats, and mail. As an ambassador for DC Thomson’s renowned media brands, you’ll be responsible for resolving complex queries, performing administrative tasks accurately, and ensuring each customer interaction meets gold-standard service benchmarks.

You will manage a variety of internal systems and be expected to input data precisely, solve problems quickly, liaise with both internal and external stakeholders, and support team members in delivering excellent customer support.

Key Responsibilities:

• Handling high-volume inbound customer communication (calls, emails, webchat)

• Representing DC Thomson’s media brands with professionalism

• Accurate data entry and system operation

• Problem-solving for complex customer issues

• Completing administrative tasks efficiently

• Supporting internal/external collaboration and communication

Key Performance Indicators:

• Customer satisfaction scores

• Call volume statistics (inbound/outbound)

• Upselling/cross-selling success

• Subscription revenue and retention metrics

• Quality assurance performance

Required Skills and Experience:

• Strong verbal and written English communication

• Professional and polite telephone manner

• Fast and accurate data entry skills

• Customer-oriented attitude with a continuous learning mindset

• Ability to build strong rapport with customers and team members

• Quick adaptability to new systems and complex processes

• Prior customer service experience (desirable but not mandatory)

Employment Terms:

• Type: Full-time, 6-month fixed-term contract (35 hours/week)

• Location: Meadowside Office, Dundee (On-site)

• Benefits: 34 days of holiday, health cash plan, on-site staff gym, excellent pension, staff discounts, competitive salary, and more