Customer Service Operations Manager - Hybrid in London

Who we are Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries.

The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres.

In this role you will be expected to:

• Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations
• Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues
• Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers
• Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries
• Maintain customer service policy guidelines and process documentation
• Maintain all inbound and outbound customer service communications in line with brand standards and including call scripts, standard reply paragraphs and FAQs
• Monitor all key customer service performance indicators
• Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores
• Support The Economist's customer feedback and query channels ensuring customer issues and requests are expedited
• Utilise customer feedback, comments and suggestions to proactively drive improvements to existing processes and communications
• Support the Customer Service Manager in managing customer service budgets and expenditure
• Work closely with the Customer Operations team to improve the range of subscriber e-care and self-serve options available
• Travel to and work with our Customer Engagement Centres as required

To succeed in the role you must have:

• Experience working in a customer service centre or managing customer processes and communications
• Experience working with customer-facing technology
• Experience writing documents, policies or communications to an exceptionally high standard
• Excellent written and verbal communication skills
• Ideally, some knowledge of the Salesforce system
• Excellent interpersonal and customer service skills
• Detail-oriented and results focused
• Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management
• Effective presentation of data using Excel and Powerpoint

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.

What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.