Customer Experience Executive (Fixed-Term Contract)

DC Thomson Ltd.; Dundee; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in Dundee is seeking a Customer Experience Executive to enhance customer satisfaction through various communication channels. This full-time, fixed-term role involves managing high volumes of customer interactions, providing exceptional service, and supporting the Subscriptions Team. Ideal candidates should possess strong communication skills and a customer-focused mindset. The position offers a competitive salary and various employee benefits.

Benefits

Health Cash Plan

Gym Discount

Excellent Pension

Staff Discounts

Qualifications

• Experience in customer service is desirable.
• Ability to learn new systems and understand complex business processes.

Responsibilities

• Answering high volumes of calls, emails, and webchat.
• Being an ambassador for brands and titles.
• Liaising with internal and external stakeholders.

Skills

Customer Service

Problem Solving

Communication

Education

High standard of English

Job description

Customer Experience Executive (Fixed-Term Contract)

DC Thomson

Closing Date: 28/05/2025

• Dundee
• Subscriptions

Job Description

• Job Title: Customer Experience Executive (Fixed-Term Contract)
• Department: Subscriptions

About DC Thomson:

At DC Thomson we are a business with a purpose – to make a positive impact on the communities we serve.

Deeply rooted in our communities, we are investing in data, technology, and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.

We’ve changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that engage audiences to be part of our communities.

About the Role:

We are looking for a talented Customer Experience Executive to join the Subscriptions Team. The customer is at the heart of everything we do. We aim to provide an excellent customer experience to our print and digital subscribers over different channels, dealing with high volumes of calls, emails, webchats and mail. The core of the role is to be an ambassador for our well-renowned and much-loved brands. Our team members are experts in our titles, subscription offers and system management so that we can provide gold standard customer service.

If you are quick to learn, enthusiastic and enjoy working in a customer-focused role as part of a team, then we’d love to hear from you.

Requirements:

• Key Responsibilities:

o Answering high volumes of calls, emails and webchat proficiently

o Being an ambassador for our brands and titles

o Operating a variety of systems and completing admin processes accurately

o Problem solving to resolve complex customer queries

o Precise and prompt data entry

o Liaising with internal and external stakeholders to resolve issues

o Undertaking admin tasks relating to the sales process

o Working as part of a small team to assist customers and support each other

• Key Measurables in the Role:

o Customer Satisfaction (internal and external)

o Call statistics on volume of inbound/outbound telephone calls

o Upsell/Cross sell/Customer retention statistics

o Revenues and Subscriptions Volumes

o Quality Assurance

• Experience You Will Bring to the Role:

o High standard of English, both written and verbal

o Polite and professional telephone manner

o An engaged and dedicated approach

o A desire for continuous self-development within the role

o The ability to learn new systems and understand complex business processes

o Ability to build relationships with customers and colleagues

o Background in customer service experience (desirable)

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, temporary position, working 35 hours per week. Depending on your start date, the duration of your fixed-term contract could be between nine to eleven months. This is an on-site role working from our Meadowside Office in Dundee. We offer a generous package including health cash plan, gym discount, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal-opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email [e-mail]

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.

DC Thomson offers an amazing opportunity to support and work across a variety of companies, in a range of diverse roles and areas of interest. Group Services support the entire DC Thomson Group and form a number of core business functions, which enable the smooth and effective running of our businesses.