Warners Group Publications plc is a long-standing family-run business with a mission to inform, entertain and inspire our communities by providing trusted quality products and content.

CUSTOMER SERVICE TEAM LEADER (office and telephone based)

Are you an experienced Customer Service Team Leader looking to lead an experienced team of dedicated Customer Service Advisors?

As our Customer Service Team Leader, your skills and experience will be pivotal to the smooth running of our Customer Support area. Our support area handles all subscription, membership and website support queries. You’ll be responsible for ensuring the team of Customer Service Advisors are delivering exceptional levels of service across a variety of contact channels whilst also looking for new ways to meet the needs of our customers.

As our Customer Service Team Leader, your day-to-day will consist of:

• Supporting your team so that they can consistently deliver an excellent standard of customer service.
• Leading by example and taking a proactive and positive approach to ensure customer satisfaction.
• Dealing with escalated queries and ensuring timely resolution.
• Ensuring the team have the appropriate information, knowledge and training to assist with all types of queries.
• Updating support documentation to assist changes in the business.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised and creative solutions.
• Leading the team and measuring KPIs including quality, productivity, first contact resolution and customer satisfaction.
• Processing payment queries and assistance.

To be our Customer Service Team Leader you’ll need:

• Two years’ experience leading a service-focused Customer Service team, ideally within the hospitality, retail, entertainment, or leisure sectors.
• A natural focus for delivering exceptional customer care.
• The ability to motivate and inspire a team.
• Resilience under pressure and the ability to tackle challenges head-on.
• Excellent communication skills with both internal and external stakeholders.
• A natural ability to interact with customers through telephone, email and socials.
• Be self-motivated and proactive.
• Experience in working with all MS Office applications.

CUSTOMER SERVICE ADVISOR – FULL TIME (office and telephone based)

Are you looking for a career in Customer Services?

Warners Group Publications are looking for an efficient, reliable, enthusiastic person to join our Customer Service Team.

 As a Customer Service Advisor, you will be responsible for all aspects of telephone customer service, taking orders, dealing with customers’ questions and queries both on the phone and via email, and various other ad hoc tasks whilst working to specified targets.

 If you have the below skills and enjoy working as part of a busy vibrant team, in a fast-moving environment, this could be the role for you.

• Good communication skills, both written and verbal.
• Excellent computer skills, with knowledge of Excel and Word.
• A fast learner and have the ability to adapt to new situations.
• Hard-working and flexible.
  
  

This role is a 35-hour week, working Monday to Friday, 8.30-4.30pm, 9-5pm or 10-6pm depending on the shift you are on, and two in four Saturdays 9–5pm and two bank holidays per year.

In return we offer an attractive salary, a company pension and life assurance scheme, ongoing training and development, and a real career path.

If you would like to be considered for the above role, please apply online by visiting warners.gr/recruit or send in your CV with a cover letter and salary expectations to: 

Sharna Tomlinson, HR Manager, Warners Group Publications plc, West Street, Bourne, Lincs, PE10 9PH  

Closing date for applications is Friday 28^th February 2025.

Warners Group Publications plc is an equal opportunities employer. If you would like to find out more about our organisation, please visit our website www.warnersgroup.co.uk

If you submit an application to Warners Group Publications plc, your application and personal details will be processed in accordance with our Job Applicant Data Privacy Notice available here – warners.gr/job-privacy