Customer Support Advisor (Findmypast) bei DC Thomson

ABOUT DC THOMSON

At DC Thomson, we are a business with a purpose—to make a positive impact on the communities we serve.

Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.

We’ve changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that engage audiences to be part of our communities.

ABOUT FINDMYPAST (A DC THOMSON BRAND)

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.

Why join our Customer Support team?

1. We’re driven by the desire to create a fantastic customer experience. 
2. We love nothing more than taking big data and making it quick and easy for our consumers to use.
3. We’re naturally collaborative and our cross functional teams work closely with our colleagues to build / enhance our product.
4. We’re neatly set up for flexible working and giving people the freedom to thrive.
5. Our work has purpose — We help our customers better understand who they are and where they come from in the world through our products.
6. We connect people to their family stories — You’ll play an important role in helping our customers through their own personal journey.

You won’t find any bureaucracy here, but you will find:  

• A generous holiday allowance with the chance to buy more  

• A pension contribution that stands out in the market (9.5% matched company contribution with a 6% contribution from the employee's side)

• All the health and wellbeing benefits you’d expect and some you wouldn’t (careers page)

• The chance to work with smart and fun people on products that will bring joy to millions 

As a remote-first organisation, Findmypast employees choose how and where in the UK they work best, whether that's from home or at one of our offices. Yet, we recognise the value in seeing each other in person from time to time in our Dundee hub.  

ABOUT THE ROLE

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. You will be working 35 hours per week, Monday-Friday from 9am to 5pm.

Here’s what the role involves: 

• 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 

• Identifying opportunities to enhance customer experience and turn dissatisfied customers into happy customers 

• Working 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 capturing customer data where required to help influence business decisions 

• Contributing to the overall achievement of agreed response times/SLAs 

• Delivering personal KPIs and objectives, as agreed with your line manager

Requirements

About You:

We’re looking for someone who is detail-focused, organised, and technically curious. You don’t need to be a developer, but you should be comfortable learning new tools and thinking logically through workflows.

• Minimum of 1 year's 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 and complaint handling 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 

If you said yes to these, and this all sounds appealing, then get in touch. This could be the start of something special.   

What to expect next: 

Our interview process is fast and goes like this:  

• An initial call with a member of our Customer Support Team  (15 mins)  

• Zoom/Teams/In-person interview with members of our Customer Support Team (30 mins)  

We don’t want our approach to hold anyone back, so if we need to tweak this for you, please just ask. Plus we’d love to know your pronouns, so please let us know when you apply.   

We want Findmypast to be the best company for all our diverse employees and customers. If you’d like a deeper understanding of our commitment to diversity, check out our careers page.   

To apply for this role, please follow our online application process and submit a CV and cover letter.

Benefits

We're passionate about making FMP a great place to work and setting people up to succeed. Findmypast is a remote-first organisation with office hubs in London and Dundee. This is a permanent, hybrid role (predominantly home-based/remote), working 35 hours per week, with regular team days at our Dundee Meadowside office. We offer a generous package including 30 days holiday per annum together with 4 Bank holidays (25th December, 26th December, 1st January and 2nd January), health cash plan, on-site gym (Dundee), excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and want Findmypast to be the best company for all our diverse employees and customers. We encourage applications from everyone and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, disability status or any other protected characteristics. If you’d like a deeper understanding of our commitment to diversity, check out our careers page. Should you require adjustments to be made to the recruitment process, please let us know, and if you’d like to share your pronouns then please do! 

If you have any issues with your application, please email [email protected]

For further information, please visit dcthomson.co.uk/vacancies or the Findmypast careers page

Closing date for applications: Wednesday, 15th October 2025 at 16:00hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.