Customer Support Advisor

We are looking for a Customer Support Advisor to join our existing team of knowledge experts delivering high quality support to our customers. 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. Working 25 hours per week over 5 days (Mon-Fri) within our operational hours of 9am-5pm.

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


• Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers


• Work with both customers and internal departments cross functionally, problem solving and resolving customer issues


• Co-ordinating closely with Marketing, Content and Engineering teams


• Identifying and reporting any potential website or user issues


• Accurately capture customer data where required to help influence business decisions


• Contribute to the overall achievement of agreed response times/SLAs


• Deliver personal KPIs and objectives, as agreed with your line manager
  
  Availability to start by 31st October 2024


• Previous 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


• Good organisation 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
  
  Connecting people to their family stories is special. We're proud to deliver these magic moments. Through technology, data and insights, we bring people closer to their past, to benefit their future.


We're a fast-growing team of smart people, on a mission to help millions. Solve 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?
1. We're driven by the desire to create a fantastic customer experience
2. We love nothing more than taking big data and making it quick and easy for our consumers to use
3. We're naturally collaborative and our cross functional teams work closely with our colleagues to build / enhance our product
4. We're neatly set up for flexible working and giving people the freedom to thrive.
5. Our work has purpose - We help our customers better understand who they are and where they come from in the world through our products.
6. 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:

• 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 employee's side).


• All the health and wellbeing benefits you'd expect and some you wouldn't (Careers Page)


• 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., Findmypast is the British-owned world leader in online family history with millions of registered users across its family of brands, which include Findmypast, Genes Reunited, the British Newspaper Archive and Twile.

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 Dundee and London. This role is a Fixed Term Contract until 31st March 2025, remote-first position, working 25 hours per week, with regular team days in our Meadowside office. We offer a generous package including 30 Days Holidays + 4 Bank Holidays (pro rata), health cash plan, corporate gym discounts, excellent pension, a competitive salary, and many more staff discounts and benefits.