B2C Customer Service Executive

The Economist Group; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Pension

Private health insurance

Work From Anywhere program

Volunteer days

Free The Economist content

Job summary

The Economist Group is seeking a Customer Service Executive to support daily operations, manage escalations, and partner with outsourced centres to deliver exceptional subscriber service. You will help maintain policies, train staff, and monitor performance against SLAs and customer satisfaction metrics.

You will work within a hybrid structure, coordinating with Product and Customer Operations teams to mitigate issues and enhance self-serve options.

Qualifications

• Experience working in a customer service centre or managing customer processes and communications.
• Excellent written and verbal communication skills.
• Experience with customer-facing technology and documenting policies or communications to high standards.
• Excellent organisational skills and ability to handle multiple projects and meet deadlines.

Responsibilities

• Act as the first point of contact for all aspects of customer service and manage escalated complaints.
• Collaborate with outsourced customer service partners to ensure subscription service exceeds expectations.
• Work with Product team to proactively manage technical issues affecting digital subscribers.
• Ensure training, tools and information are available to staff to handle queries efficiently.
• Maintain customer service policy guidelines and process documentation.
• Monitor key customer service performance indicators and report on SLA, satisfaction and NPS.
• Support customer feedback channels and drive improvements to processes and communications.
• Assist in managing customer service budgets and expenditure.

Skills

Customer service experience

Excellent communication

Multi-project management

Data analysis

Tools

Salesforce

Excel

PowerPoint

Job description

Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.

Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.

As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres.

In this role you will be expected to:

• Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations
• Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues
• Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers
• Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries
• Maintain customer service policy guidelines and process documentation
• Maintain all inbound and outbound customer service communications in line with brand standards and including call scripts, standard reply paragraphs and FAQs
• Monitor all key customer service performance indicators
• Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores
• Support The Economist’s customer feedback and query channels ensuring customer issues and requests are expedited
• Utilise customer feedback, comments and suggestions to proactively drive improvements to existing processes and communications
• Support the Customer Service Manager in managing customer service budgets and expenditure
• Work closely with the Customer Operations team to improve the range of subscriber e-care and self-serve options available
• Travel to and work with our Customer Engagement Centres as required

To succeed in the role you must have:

• Experience working in a customer service centre or managing customer processes and communications
• Experience working with customer-facing technology
• Experience writing documents, policies or communications to an exceptionally high standard
• Excellent written and verbal communication skills
• Ideally, some knowledge of the Salesforce system
• Excellent interpersonal and customer service skills
• Detail-oriented and results focused
• Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management
• Effective presentation of data using Excel and Powerpoint

#LI-Hybrid

Working Arrangements

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

What we offer

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.