Do you want to be part of the growing Britannica Digital Learning team?

We are currently recruiting for a Customer Support Executive role, below are details of the role, and if you would like more information or to discuss further then please contact us on the below address.


Job Title: Customer Support Executive

Department: Operations

Reports To: Technical/Product Development Manager

Duties and Responsibilities:

In your role as Customer Support Executive, your duties will include the objectives set out in this job description and as otherwise described to you by the Technical/Product Development Manager to meet the needs of the business.

Principal objectives of the position:

  • Provide a high standard of support for all customers and partners.
  • Provide customer usage statistic reports.
  • Provide support to the internal teams as needed.


Specifically, the responsibilities include:

  • Maintain a full working knowledge of Britannica products – features, benefits and technical requirements
  • Production and distribution of customer data statistics reports, particularly accounts with low usage to the sales people
  • Provide support to the Technical/Product Development Manager
  • Answer all incoming customer service calls (first point of contact)
  • Handle all incoming correspondence and respond as required (Email, phone, letters)
  • Maintain the Consumer Online Customer Database as needed.
  • Maintain the Institutional Online Customer Databases as needed.
  • Handle all product/order enquiries, returns/refunds (Email, phone, letters)
  • Respond to all after sales enquiries
  • Forward all trade and institutional order requests to the relevant department
  • Liaise with fulfilment warehouse when necessary


  • Excellent verbal and written communication skills
  • Accurate keyboard skills
  • Ability to complete work accurately, clearly and concisely within agreed timeframes
  • Previous experience working within a Customer Service role
  • Previous experience working with Customer Relationship Management tools.
  • Ability to communicate clearly through a variety of media audiences with different levels of understanding
  • Ability to prioritise work to meet deadlines
  • Ability to work as part of a team, or on own initiative
  • ICT Qualifications would be advantageous


Job Type:              Full-time

Place of work:      2nd Floor Unity Wharf, 13 Mill Street, London SE1 2BH

Salary:                  £18k – £20k depending on experience