Response Manager - Customer Service

Dmg Media ,
London, Greater London
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Job Description

Welcome to DMG Media DMG Media is 24/7 and around the world, dmg media publications serve millions of loyal readers with brilliant content. Our incredible operation is made possible because the editorial, commercial and operational teams, working closely together, are made up of the best people in their fields. Building our brands Our brands are some of the strongest and most popular both in the UK and abroad. Our marketing teams promote our titles and ecommerce businesses to readers while our advertising sales teams ensure that clients understand the value of our audience and the impact of advertising in our titles. Our immediate priority Our immediate priority is trading for today. We must continue to strengthen our core business: delivering great content to our readers every day at a reasonable price. This means responding to market trends and adapting as our readers' tastes evolve. In 2014 we have focused on "trading for today", strengthening our team and sharpening our operations to become much leaner and fitter. The Team Customer Service is driven by a passion for helping people, putting customers' reality at the heart of our business. The experience we give customers of our Service, Sales and Support activity is core to our brand proposition. Our promise to customers is that their experience will be personalised, friendly and feel local. Customer Service operates extended hours, 365 days a year - it is a dynamic multi-channel environment that differentiates Mail Newspapers from the competition and encourages customer loyalty and repeat business. Your Role The primary focus of this role is "Trading for Today" this means brilliant operational execution (Brilliant Basics) in support of our customer promise and brand values. There are 3 key focus areas, they are: - * Customer Ready - to work with colleagues to ensure products, services or campaigns are 'customer ready' i.e. fit for purpose. This means providing input or insights to help shape technology solutions that are resilient and reliable; production processes that are resilient and reliable; calls to action that are open and transparent; redemption mechanisms that are easy to use and are at point of purchase or on day of purchase and merchandise or vouchers that have adequate stock to meet projected demand. * Customer Pulse - to monitor activity in real-time, to put in place proactive alerts/triggers for exceptions and to use these to create proactive and reactive customer interventions to minimise impact on customers and contain contacts. * Reporting - to amplify Customer Services data and verbatim customer comments to evidence the scale and scope of planned or unplanned incidents to influence change and improvements across other business units or functions. Mail Newspapers Values * The secret of our success: our people. * We develop, nurture and reward entrepreneurial behaviour at every level of our business. Key responsibilities Customer Ready * Improve the campaign briefing pack and process (working with our Customer Relations Executives) to inspire and engage our customer facing community. Use your internal network to create or curate assets and materials in a 'campaign briefing pack'. On a weekly basis visit the customer operation to empower the Team Leaders with an effective cascade pack to enable them to educate and inform their team on the mechanics, terms and conditions and potential customer FAQs prior to the campaign or promotion happening. In time this process will be supported by an online knowledge base. * Brand focus - spend time, on a regular basis, with our marketing colleagues to ensure all assets are consistent with brand values and reflect the tone of voice required of content for assist (live) and non-assist (self-service) propositions. * Create assets that are concise, compelling and credible. Work with others to ensure the content they provide for the assets you curate are fit for purpose dependent on the medium or channel of delivery. * Knowledge base articles and Help & Contact - creating & editing content in the knowledge base or on the Help & Contact pages to ensure accurate and consistent information about products; service; policies; procedures; customer charter; promotions; FAQ's and 'How To's' * Make decisions in order to refresh policies or processes that don't help us or customers so policies and processes remain relevant and simple. *

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