Kelsey Media is fast-moving content media business. We publish a range of specialist consumer and business magazines in print and in digital formats. We also publish several websites, and we run a series of live events. We have office in Horncastle, Lincolnshire and in Yalding, Kent.

This role is based in Horncastle.

Job description

To provide a high-quality, efficient service, and whenever possible, resolve request on first contact.

Customers contact us by phone, email, chat. They typically contact us to buy a magazine subscription or a one-off copy, or because they have a query related to a subscription, product purchase or an event ticket that they bought online.

As a team, we aim to work to high standards to ensure Kelsey’s values are delivered.

Key responsibilities

  • Answering incoming calls, emails, and chats from customers across a range of specialist and lifestyle magazines and events, to an agreed SLA.
  • Responding to customer enquiries quickly and efficiently.
  • Constantly striving to improve customer satisfaction.
  • Problem solving by clarifying, researching, and exploring answers and alternative solutions.
  • Making customer service outgoing calls as directed
  • Maximising the value of every call by offering additional relevant products which may be of interest to our customers.
  • Ensuring that all administration tasks are completed accurately and on time.
  • Build sound product knowledge including digital and company websites
  • Support the warehouse team when required.

Key results/Objectives

  • Answer all calls within 3 rings.
  • Respond to customers email promptly to ensure we meet SLA targets
  • Maintain Kelsey Publishing’s high standards of customer service.

Reporting to

Customer Service Team Leader

Skills and experience

  • Excellent all-round communication skills
  • Excellent attention to detail
  • Good problem-solver
  • Familiar with Microsoft Office products
  • Comfortable using various online applications
  • Comfortable handling basic digital support queries
  • Able to work independently and as part of a team
  • Previous customer service experience would be an advantage

Location, hours, and benefits

  • This role is office-based, in Horncastle, Lincolnshire. You will work at least three days a week in the office.
  • Hours are 8:30am – 5pm although part-time hours will be considered
  • We do occasional weekend work around events, either providing email support from home, or helping on-site. This is organised on a voluntary basis wherever possible.
  • 25 days holiday + your birthday off

Free parking

If you have the ambition to succeed, then please write and let us know why you are the person we are looking for.

Please include a CV with your letter of application and send it to:

Staff Recruitment (Ref. CS1)
Kelsey Media Ltd,
Morton Way,
Horncastle,
Lincolnshire
LN9 6JR

Email: [email protected]

Closing date for applications: Friday, August 8th 2025

Apply here

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