Customer Service Executive

Consumer brands; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the consumer brands sector is seeking a Customer Services Executive to enhance customer satisfaction by providing excellent service and resolving issues efficiently. This role involves engaging with customers, handling inquiries, and contributing to retention efforts. The ideal candidate will possess strong communication and problem-solving skills and be dedicated to improving service standards.

Benefits

25 days of holiday per year

Health plan

Life assurance

Discounted gym memberships

Rail season ticket loans

Private virtual GP access

Income protection

Continuous learning & development opportunities

Seasonal flu jabs on site

Work from home during August

Qualifications

• Experience in customer service roles.
• Proven ability to handle customer complaints effectively.
• Commitment to ongoing personal and professional development.

Responsibilities

• Provide help to customers using Diamond’s products or services.
• Investigate and solve customer issues.
• Issue refunds or compensation to customers.

Skills

Communication skills

Listening skills

Problem-solving skills

Ability to work well under pressure

Customer-oriented mindset

Tools

MS Excel

Job description

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As Customer Services Executive, you will make sure that the needs of customers are being met or exceeded. Your aim is to provide and promote excellent customer service to Diamond customers and subscribers, making sure that service standards are being met and problems are resolved.

You will ensure that all subscribers are notified of their impending renewals, contribute towards retaining subscribers with a strong focus on subscriber retention targets, and assisting in the management of our stockists.

Key responsibilities:

• provide help to customers using Diamond’s products or services
• communicate courteously with customers by telephone, email, letter and occasionally face-to-face
• investigate and solve customers’ problems, which may be complex or long-standing
• handle customer complaints or any major incidents
• issue refunds or compensation to customers
• analyse statistics or other data to determine the level of customer service Diamond is providing
• meet with other managers/Brand teams to discuss possible improvements to customer service
• deliver a high standard of customer service
• learn about Diamond’s products or services and keep up to date with changes
• ensure customers are reminded in a timely manner of their forthcoming renewal
• provide accurate reports to management on payments and orders
• liaise with subs bureau and fulfilment centre
• input sales orders and manage stockist delivery

Skills and experience:

• communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with colleagues
• listening skills, to understand exactly what customers require
• problem-solving skills
• confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
• creative thinking, to be able to come up with new ideas to improve customer service standards
• an ability to work well under pressure
• a commitment to improve your customer service skills on an ongoing basis

Core competencies:

• Excellent organisational skills, quick thinker, problem solver and able to work calmly under pressure
• Excellent verbal and written communication skills.
• Innovative and able to develop, and support new and improved method, products, procedures, and technologies.
• Collaborative team player, both internally and externally.
• Confident in MS Excel

Personal Attributes:

• Customer-orientated mindset.
• Ability to communicate and form working relationships with colleagues at all levels.
• Resourceful and purposeful, with initiative, drive, and a strong desire to deliver exceptional results.
• Able to work as a team as well as individually
• Confident and polite phone manner

Learning & Development:

At emap, we believe that employee learning and development are the key drivers of our success. To ensure continuous growth and meet the ever-changing demands of the workplace, we provide an environment that fosters continuous development for our employees.

Our employees are encouraged to identify their areas of personal and professional development aligned with our strategic areas, including management development, health, safety & wellbeing, sales, events management, marketing strategy, editorial, and information technology . We have a structured framework designed to help equip our employees with the necessary knowledge, skills, and behaviors to excel in their job roles, contributing to achieving our organizational objectives.

To support our employees’ career development, we have designed specialized programs, as well as other stand-alone role-specific and generic courses, under the emap academy .

emap is part of Metropolis Group. Together we are committed to providing a happy and healthy place to work, so we offer fantastic benefits and perks to our employees.

• 25 days of holiday per year for full time roles- to be calculated based on working hours (with the option to buy or sell)
• Health plan
• Life assurance
• Discounted gym memberships
• Rail season ticket loans
• Private virtual GP access
• Income protection and more
• Continuous learning & development opportunities
• Seasonal flu jabs on site
• Summer and Winter parties
• Work from home during August
• In-house Excellence Awards and other innovation projects