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.

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. This is a Monday to Friday 9am until 5:30pm role, however on occasion may require evening or weekend working.

Why Findmypast?

• We connect people to their family stories - You’ll play an important role in helping our customers through their own personal journey
• Our work has purpose — We help our customers better understand who they are and where they come from in the world through our products.
• Hybrid Working – We value seeing each other in person from time to time. It helps us do great work. For the first month, we would ask you to be available to attend our Dundee hub for training for a few days each week and then following that you could work remotely with 1-2 days per month in the office.

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

• Minimum of 1 years’ 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

Benefits

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

• 26 days holidays + UK bank holidays. We also offer the option to purchase up to 4 additional days.
• Excellent pension contribution from day one of up to 15.5% of your basic salary (9.5% matched company contribution with a 6% contribution from the employee's side).
• Flexible working, as we want all our employees to have a brilliant work-life balance.
• Enhanced and shared maternity/paternity/adoption leave.
• Learning & Development budget, access to LinkedIn Learning and training opportunities.
• Various social remote activities to keep connected as a company.
• Employee Assistance Programme, wellbeing app access and Mental Health First Aiders.
• Life assurance.
• Private medical insurance, health and dental cash plan options.
• Gym membership and staff discounts.
• Cycle to work scheme.
• Season travel tickets.
• BorrowMyDoggy Subscription
• Subscriptions to Findmypast and British Newspaper Archive