Job Description

Job Title:

Customer Experience Executive (Fixed-Term Contract)

Department:

Subscriptions

Location:

Meadowside Office (on-site role)
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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.

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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 Accurate data entry


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.

Benefits

This is a full-time, temporary position (6-month fixed-term contract), working 35 hours per week from our Meadowside/Dundee office. Whilst this is a 6-month fixed-term contract, the exact end date will depend on your start date. We offer a generous package including 34 days holiday, Health Cash Plan, Onsite Staff Gym, 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 recruitment@dcthomson.co.uk

Closing date for applications: Monday, 21st July 2025 at 16:00hrs

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.