Senior Customer Service Advisor

About us: Kelsey Media is fast-moving content media business. We publish a range of specialist consumer and business magazines and websites, and we also run a series of live events.

Job description: To provide a high-quality customer service to all our customers and help to promote our products and services to our customers.

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.

In addition to helping customers, you will be required to support the Customer Services Manager by mentoring our team of five customer service advisors, to help improve service quality, and to supervise the team when the manager is unavailable.

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.
· 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.
· Help to maintain and improve team training materials.
· Ensure you are up to date with all product changes to ensure you can support other members of the team.
· Sound product knowledge including digital and company websites
· Lead by example

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 to
Customer Service Manager

Skills and experience
· At least two years of experience
· Excellent all-round communication skills
· Good problem-solver
· Good numeracy skills, able to produce and update reports.
· Familiar with Microsoft Office products.
· Confidence to coach others in customer service best-practice

Location, hours, and benefits
· This role is office-based, in Yalding, Kent. You do need a car to get to us, but parking is easy and free. We typically work from home on a Friday, but this is not guaranteed.
· Hours are 8:30am – 5pm or 9am – 5:30pm.
· 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
· Performance-related bonus

To apply for this role please send your CV to Stephanie.DeVivo@kelsey.co.uk