Job Description

About us

At Digital Rewards Group, our flagship brand, Kids Pass, is one of the UK's leading family membership platforms. We provide our members with exclusive discounts and unbeatable deals on top attractions, dining, cinema, and much more. Our mission is simple: to make family time more affordable, more fun, and easier to plan.

Role Overview

We are on the lookout for a friendly, empathetic, and proactive Customer Service Advisor to join our growing team. You'll play a key role in delivering exceptional service to our members across Kids Pass and our wider portfolio of digital brands. Whether it's helping with account queries, resolving issues, or offering guidance on how to get the most out of our platform, your goal will be to ensure every customer interaction is a positive one.

This is a fantastic opportunity for someone who thrives on helping others, is digitally savvy, and wants to be part of a dynamic, fast-moving business making a real difference to families across the UK.

Key Responsibilities

Customer Support:

Provide professional, timely, and friendly assistance to our members via email, social media, and other communication channels.

Problem Solving:

Investigate and resolve customer queries and complaints efficiently, always aiming for first-time resolution.

Product Knowledge:

Become an expert in our platform and offers, providing clear and helpful guidance to members.

Community Engagement:

Respond to comments, reviews, and messages on social platforms, helping maintain our strong reputation and member satisfaction.

Feedback Management:

Capture and relay customer feedback internally to help us continually improve the member experience.

Process Improvement:

Suggest and support initiatives to improve our service delivery and internal systems.

Team Collaboration:

Work closely with our marketing, partnerships, and product teams to ensure consistency in messaging and service quality.

Requirements & Skills

Previous experience in a customer service, member support, or helpdesk role. Excellent written and verbal communication skills, with a warm and approachable tone. Strong problem-solving abilities and a calm, patient manner. Comfortable working across multiple digital platforms and social channels. Highly organised with great attention to detail. A self-starter with the ability to manage time and tasks effectively. Experience using customer service platforms (e.g., Zendesk, Freshdesk, or similar) is a plus. Passion for delivering a best-in-class experience and going the extra mile for customers. A genuine interest in digital products, family lifestyle, or the experience economy is a bonus.

What We Offer

The chance to be part of a purpose-driven company helping families across the UK. A vibrant and collaborative working environment. Competitive salary and benefits package. Flexible working options. Ongoing learning and development opportunities. A fun, friendly, and passionate team that values every voice.
Job Types: Full-time, Permanent

Pay: 25,000.00-27,000.00 per year

Benefits:

Casual dress Company events Transport links
Ability to commute/relocate:

Altrincham WA14 1HF: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required)
Location:

Altrincham WA14 1HF (required)
Work Location: In person

Reference ID: DRG/FY/M25DW