Across Connect Group we offer a number of different opportunities for customer services professionals. You can find out more about the roles on offer below.
You'll take incoming calls from our customers, establish their needs and resolve their issues. Every week our customer services team handle around 50,000 calls. These calls are varied in nature - so we make sure our teams are well trained to be able to handle all queries and provide an excellent customer experience. When our deliveries start being made in the early morning - we need to make sure that we're ready and waiting to help our customers.
You'll ensure that your team of Customer Service Advisors are being developed and well-supported to deliver an exceptional service to all our customers. You will monitor calls and provide technical expertise, training, guidance and performance feedback to ensure that your team are well trained and achieving their individual and team service targets. In addition you will be the point of escalation for those calls where the customer may require a little more help or experience.
You will be responsible for overall performance of the contact centre. Working with your team of Customer Service Team Leaders you will ensure that contact centres are delivering excellent service. Ultimately, you will be accountable for the budget, people and overall performance of the team.
Head of Europe
Since I joined the Smiths News graduate scheme in 2009, I've progressed my career through different areas of the business. Now, as part of an international team at DMD, I spend a lot of time meeting customers and clients across the UK and Europe. This gives me the opportunity to use the skills I've learnt to deliver a positive result, from managing teams, to negotiating with high profile customers and implementing new business deals with airlines or airports. Operating between two of the fastest moving and complex supply chains means there's always something interesting going on.
Customer Service Manager
I joined the Group in 1988, but I'd worked in my family's newsagent business from the age of 13, so you could say the news trade is in my blood! I love the fast-paced environment here, because no two days are the same and things are always changing. This means I've never felt like my career's standing still and I've always been encouraged to develop. In recent years, I've gained four NVQs (Level 3 standard) and I always encourage others to do the same. But it's the people I enjoy most - I still meet up socially with staff I worked with back when I started.
Brand Network Customer Support Manager
When I first looked into Smiths News, it was clear that it is a large, secure business that has a wide range of opportunities available to someone who really wants to build a career. I work in a particularly fast-paced part of the business, where the work is varied and plenty. So there is no time to get bored. What I really appreciate is the autonomy. You are really empowered and entrusted to get a good job done here. But even though you have this freedom, there is always guidance, support and development opportunities available as and when you need it. You definitely get back what you put into the business.
To see the customer services vacancies that we currently have available, click on the ‘See all our jobs’ button below. Also, if you can’t see your ideal job on the site right now, you can 'Join our talent bank' and we’ll let you know what a relevant job does come up.