Job Description

Full Time


32,000 - 35,000 DOE

Croydon, London and Fleet Street, City of London


Base Location: Croydon, London & Fleet street, City of London Employment Type: Full-time, Permanent, Hybrid Salary: 32,000 + 35,000 DOE

About the Company:

Trading as emap for its B2B division, Metropolis International is a fast-growing, privately owned Media Group with over 50m of annual revenue, structured in two divisions - consumer media and business-to-business media. In both parts of the business, we run print magazines, digital content and both face-to-face and virtual awards, conferences, and other events.

Overall Purpose of the Role:

As a Customer Support Specialist, you'll be right at the heart of how our customers (internal and external) experience our services and brands: responding to queries with care, solving problems with clarity, and making sure everyone who gets in touch feels heard and supported.
As an expert in all emap/ Metropolis's products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising organisational, content management systems (CMS) and generic IT systems to carry out your role with an awareness of other digital technologies.

Key responsibilities:

General:

Provide help to customers using emap's products or services

Provide first and second-line technical support and troubleshoot issues raised with the Technology division across multiple business application

Communicate courteously with customers by telephone, email, letter and face-to-face

recognise colleagues as internal customers, work effectively and collaboratively with colleagues at all levels to achieve results.

Know your internal and external customers and how their behavior may require different approaches from you

Investigate and solve customers' problems, which may be complex or long-standing, escalating to development teams where necessary

Handle customer complaints or any major incidents

Manage user accounts, permissions, and access controls for CMS, and other supported applications

Issue refunds or compensation to customers

Keep accurate records of discussions or correspondence with customers

Produce written information for customers

Learn about emap's products or services and keep up to date with changes

Keep ahead of developments in customer service by reading relevant journals, going to meetings, and attending courses.

Corporate Subscriptions:

Ensure that the corporate subscription business runs smoothly

Ensure all corporate orders are set up and the clients are onboarded quickly and efficiently

Liaise with the sales team and resolve any set up queries or issues with access

Manage the month end process - ensuring all orders are processed ahead of month end

Actioning and completing comparisons and checks and balances to ensure data accuracy

Liaise with Abacus, DSB, Darwin, OAK and Esco to resolve and query set up and delivery issues.

Relationship management (all third parties and key stakeholders):
Initiate and action quarterly SLA catch up meetings to chase up on any contractual obligations

Maintain and develop relationship with Subscription bureaus: Abacus, DSB, Darwin, OAK and Esco

Maintain and develop relationship with Heads of Marketing and Sales

Skills and experience:

Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals

Listening skills, to understand exactly what customers require

Problem-solving skills.

Proven experience supporting CMS and other application systems, with a strong preference for experience with WordPress.

Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations.

Motivational skills and an ability to supervise and lead the customer service team.

Creative thinking, to be able to come up with new ideas to improve customer service standards

An ability to work well under pressure.

Organisational and planning skills to develop customer service policies.

Good personal presentation, especially when face-to-face with customers.

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 and to tight deadlines.

Excellent verbal and written communication skills, including the ability to present and explain information clearly to a variety of audiences.

Innovative and able to develop, and support new and improved method, products, procedures, and technologies.

Collaborative team player, both internally and externally.

Personal Attributes:

Strong influencing and negotiating skills.

Ability to communicate and form working relationships with colleagues at all levels.

Proven experience supporting customer profiles withing CMS or other application systems

Ability to build and manage relationships with all stakeholders.

Proficient in using ticketing systems (e.g., Jira, Zendesk) for managing support requests.

Resourceful and purposeful, with initiative, drive, and a strong desire to deliver exceptional results.

Customer-orientated mindset.

Strategic thinker

What we offer

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 behaviours to excel in their job roles, contributing to achieving our organisational objectives.



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

.

Benefits:

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 annual leave, with the option to buy or sell additional days. One additional day of annual leave per year- Celebration Day. Health plan Life assurance Private virtual GP access Seasonal flu jabs available at the office. Continuous learning & development opportunities. In-house Excellence Awards and other innovation projects. Cycle-to-work scheme Discounted gym memberships Retail discount vouchers Rail season ticket loans Pension scheme One paid volunteer day per year Annual Summer & Winter Celebrations Work from home during August Income protection and more

Privacy:

Metropolis Group respects the privacy of every person for whom we have personal data. We comply with data protection legislation such as the Data Protection Act 1998 and the General Data Protection Regulation which regulates the processing of data and ensures that your data is processed fairly and lawfully, is kept secure and only that data necessary for any processing is kept. You can see our privacy policy at www.metropolis.co.uk/privacy.

Diversity and Inclusion:

We are an equal opportunity employer and value diversity and inclusion. All applicants will be considered for employment without attention to race, age, religion or belief, pregnancy and maternity, marriage and civil partnership, sex, sexual orientation, gender identity, national origin, or disability status.

How to apply:

Please submit your CV and covering letter. Due to the volume of applications, we receive, we are unable to give individual feedback at the application stage, however if you are successfully shortlisted, you will be contacted within 10 working days of your application.