About us: Kelsey Media is fast-moving content media business. We publish a range of specialist consumer and business magazines in print and in digital formats. We also publish several websites, and we run a series of live events. We have office in Horncastle, Lincolnshire and in Yalding, Kent.
This role is based in Horncastle.
Job description: To provide a high-quality, efficient service, and whenever possible, resolve request on first contact.
Customers contact us by phone, email, chat. They typically contact us to buy a magazine subscription or a one-off copy, or because they have a query related to a subscription, product purchase or an event ticket that they bought online.
As a team, we aim to work to high standards to ensure Kelsey’s values are delivered.
Key responsibilities:* Answering incoming calls, emails, and chats from customers across a range of specialist and lifestyle magazines and events, to an agreed SLA.* Responding to customer enquiries quickly and efficiently.* Constantly striving to improve customer satisfaction.* Problem solving by clarifying, researching, and exploring answers and alternative solutions.* Making customer service outgoing calls as directed* Maximising the value of every call by offering additional relevant products which may be of interest to our customers.* Ensuring that all administration tasks are completed accurately and on time.* Build sound product knowledge including digital and company websites* Support the warehouse team when required.
Key results/Objectives* Answer all calls within 3 rings.* Respond to customers email promptly to ensure we meet SLA targets* Maintain Kelsey Publishing’s high standards of customer service.
Reporting toCustomer Service Team Leader
Skills and experience* Excellent all-round communication skills* Excellent attention to detail* Good problem-solver* Familiar with Microsoft Office products* Comfortable using various online applications* Comfortable handling basic digital support queries* Able to work independently and as part of a team* Previous customer service experience would be an advantage
Location, hours, and benefits* This role is office-based, in Horncastle, Lincolnshire. You will work at least three days a week in the office.* Hours are 8:30am – 5pm although part-time hours will be considered* We do occasional weekend work around events, either providing email support from home, or helping on-site. This is organised on a voluntary basis wherever possible.* 25 days holiday + your birthday off* Free parking
To apply for this role please send your CV to hr@kelsey.co.uk
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