Customer Support Advisor in Dundee

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.
Weve 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.
ABOUT FINDMYPAST (A DC THOMSON BRAND)
Find your magic with us
Connecting people to their family stories is special.
Were proud to deliver these magic moments.
Through technology data and insights we bring people closer to their past to benefit their future.
Were a fast-growing team of smart people on a mission to help meaningful complex problems and be a part of something magical.
Enjoy the agility of a scale-up with the security of real financial backing in a place where every story matters.
Why join our Customer Support team
We\’re driven by the desire to create a fantastic customer experience.
We love nothing more than taking big data and making it quick and easy for our consumers to use.
We\’re naturally collaborative and our cross functional teams work closely with our colleagues to build / enhance our product.
We\’re neatly set up for flexible working and giving people the freedom to thrive.
Our work has purpose.
We help our customers better understand who they are and where they come from in the world through our products.
We connect people to their family stories.
You\’ll play an important role in helping our customers through their own personal journey.
You won\’t find any bureaucracy here but you will find :
A generous holiday allowance with the chance to buy more.
A pension contribution that stands out in the market (9.5% matched company contribution with a 6% contribution from the employees side).
All the health and wellbeing benefits you\’d expect and some you wouldn\’t.
The chance to work with smart and fun people on products that will bring joy to millions.
As a remote-first organisation Findmypast employees choose how and where in the UK they work best whether that\’s from home or at one of our offices.
Yet we recognise the value in seeing each other in person from time to time in our Dundee hub.
ABOUT THE ROLE
We are looking for a Customer Support Advisor to join our existing team of knowledge experts delivering high-quality support.
In this role you will be the face of our brand, interacting with customers and providing support for a range of customer queries and complaints through various contact channels such as email, live chat, social media and telephone.
You\’ll ensure customer satisfaction with each and every contact, creating a positive experience that leaves a lasting impression.
You will be working 35 hours per week Monday-Friday from 9 am to 5 pm.
Here\’s what the role involves :
Handling customer enquiries efficiently and effectively answering any questions and queries via live chat, email, telephone (inbound and outbound).
Managing and resolving customer complaints to a high standard.
Providing support and comprehensive product/service information to our customers.
Building relationships and engaging with customers and providing a human approach.
Identifying opportunities to enhance customer experience and turn dissatisfied customers into happy customers.
Working with both customers and internal departments cross-functionally to problem-solve and resolve customer issues.
Co-ordinating closely with Marketing, Content and Engineering teams.
Identifying and reporting any potential website or user issues.
Accurately capturing customer data where required to help influence business decisions.
Contributing to the overall achievement of agreed response times / SLAs.
Delivering personal KPIs and objectives as agreed with your line manager.
About You :
We\’re looking for someone who is detail-focused, organised and technically curious.
You don\’t need to be a developer but you should be comfortable learning new tools and thinking logically through workflows.
Minimum of 1 year experience in working in a Customer Service contact centre environment.
An interest in family history is beneficial but not essential.
Passionate in championing the customer.
Excellent written and verbal communication skills and complaint handling skills.
Good organisational skills.
A pro-active approach to learning within a small team taking responsibility for your own development.
An aptitude to swiftly learn internal systems.
Ability to quickly analyse complicated information and solve problems.
Excellent team-working skills are essential as well as a proven ability to work in isolation and on your own initiative.
Thorough attention to detail and commitment to delivering the best customer experience.
A good working knowledge of the most popular internet browsers and common website processes.
Patient and calm under pressure.
Ability to accept constructive feedback positively and real desire to learn and improve quality of work.
Willingness to go over and above the call of duty to deliver excellent customer service.
If you said yes to these and this all sounds appealing then get in touch.
This could be the start of something special.
What to expect next :
An initial call with a member of our Customer Support Team (15 mins).
Zoom / Teams / In-person interview with members of our Customer Support Team (30 mins).
We don\’t want our approach to hold anyone back so if we need to tweak this for you please just ask.
Plus we\’d love to know your pronouns so please let us know when you apply.
Benefits
We\’re passionate about making FMP a great place to work and setting people up to succeed.
Findmypast is a remote-first organisation with office hubs in London and Dundee.
This is a permanent hybrid role (predominantly home-based / remote) working 35 hours per week with regular team days at our Dundee Meadowside.
We offer a generous package including 30 days holiday per annum together with 4