Customer Service Support Assistant - ASAP Start!
Handle are working with a UK-based media company who create popular content across websites, magazines, videos, and live events, reaching millions of people every month. Home to a portfolio of well-known brands, they connect audiences with the topics they love and help advertisers reach highly engaged communities.
This role will provide essential operational support to the Customer Service team during a busy period. You'll help manage inbound customer enquiries, reviews, and payment investigations across written, email, and phone channels, ensuring a positive customer experience throughout.
If you have strong customer service experience and a passion for the media industry, we'd love to hear from you. Experience in SaaS, FinTech, subscriptions, or consumer products is a plus!
Start Date: Mon 12th January 2026 (must be immediately available). This role is initially 8 weeks with the potential to extend.
Location: West London - in office minimum 3 days per week.
Pay: £14.80/ hour + holiday pay
Key Responsibilities
Monitor the CS Help inbox and send holding responses within agreed SLAs.
Handle customer queries via email, written, and voice channels.
Collaborate with the Customer Service Manager, outsourced contact centre, and internal teams to resolve issues.
Respond to product and app store reviews professionally and promptly.
Manage white mail, ensuring appropriate triage, responses, or escalation.
Support social media queries, providing clear responses for posting.
Investigate Stripe payment disputes to understand the customer journey and resolve issues, minimising charge backs.
Track, prioritise, and update customer issues accurately.
Escalate complex or sensitive cases appropriately.
Skills and Experience Required
Customer Service, Customer Support, or Account Management experience required.
Experience in SaaS, FinTech, Subscriptions, or Consumer Products is a plus.
Strong written communication with excellent grammar and attention to detail.
Confident handling queries across email, written, and voice channels.
Customer-focused, understanding needs and expectations.
Able to summarise and report issues clearly.
Good administrative and organisational skills.
Call centre or customer service experience highly desirable.
Quick learner, comfortable picking up new systems and processes.
Able to work to SLAs and manage competing priorities.
Interested? Please apply with your updated CV.
Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.
