Customer Insight & Systems Executive - musicMagpie

We've recently welcomed musicMagpie to the AO family, a company that shares our passion for putting customers first, caring about our teams and making a real difference. Together, we're set to make an even bigger difference and with that comes exciting opportunities to shape the future of sustainable tech. musicMagpie are on a mission to make tech more affordable and help protect the planet by encouraging recycling, refurbishing, and repurposing tech and physical media products. Giving millions of customers a smart, sustainable, and trusted way to buy, sell, and rent phones, tablets, games consoles, laptops, and other tech - all in one place. We're looking for someone to bridge customer feedback, product development and system administration by analysing insights, capturing requirements from product and customer teams and maintaining key systems such as Zendesk. This role ensures customer insights drive product and service improvements while optimising system efficiency.Here's What You Can Expect To Be Doing

• Analyse customer feedback to identify trends, pain points, and opportunities for product improvement
• Grow automation capabilities to reduce customer wait times and improve satisfaction
• Administer and maintain the Zendesk system, ensuring it operates efficiently and working closely with Zendesk's customer success team to collaborate on the roadmap, supporting with technical updates and configurations
• Working closely with customer support teams to ensure a seamless feedback loop between customers and product teams.
• Create insights for the wider business, sharing customer trends to ensure product teams and stakeholders develop the right products for customers., Mobile Number
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• Reasonable adjustments We want to make sure you're given the best possible chance to shine in your interview, so you may need us to do things in a slightly different way. This could be requesting a ground floor room or bringing along a sign interpreter to name just a few. Fill in the below box if there's anything we need to know so we can adjust the process to support you.
  
  
• Experience in customer insights, product support, or a similar role
• Strong analytical skills with the ability to interpret customer feedback and data
• Experience in documenting systems, processes, and workflows
• Strong Customer Journey Mapping and sequence diagramming skills
• Experience with Zendesk administration (e.g., workflows, automations, system updates) preferred but not essential
  
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musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more (you can now sell LEGO® with us too!). We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell. As a pioneer in the circular economy, we've built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale.Our Benefits As a musicMagpie employee, you'll be part of a company that's making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you'll have the chance to learn, grow and innovate alongside a team that's friendly, supportive and always looking ahead!
• 31 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of your above statutory allowance!
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the musicMagpie product range
• Making a difference - 2 days paid leave for volunteering at a charity of your choice
• Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more