Customer Support Advisor

Find your magic with us

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 team?

The customer services team at Findmypast is unique. You will immerse yourself in the product and become an expert with regards to user journeys and family history as a hobby. You will help to test and develop features, ensuring you can offer the best possible advice to customers, not only functionally, but to enable users to succeed – our customer service agents are a lynchpin to enable some customers to succeed, helping them to break through barriers and leading them to amazing discoveries.

The right candidate will have a passion for customer satisfaction. You will advocate for the customer within the business and help to deliver best-in-class customer advice and experiences. If you want to be a part of changing how people see their lives and how they belong and play an essential role in their discoveries then this is the role for you.

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. Our quarterly team meet-ups, social gatherings and biannual company offsite events offer the perfect opportunities for collaborative work.

Your Role

• 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

Requirements

• 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
  

We're passionate about making FMP a great place to work and setting people up to succeed.

To apply for this role, please follow our online application process and submit a CV and cover letter.

Benefits

This is a full-time, permanent position, working 37.5 hours per week from our Meadowside, Dundee Office on a Hybrid basis.  We offer a generous package including 26 Days Holidays + Bank Holidays, health cash plan, corporate gym discounts, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics. 

If you have any issues with your application, please email recruitment@dcthomson.co.uk

Closing date for applications is 31st January 2024.

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.