Job Overview
About The Role
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 a Customer Experience Executive who’s passionate about understanding what our customers are really telling us — and using that insight to make things better. This role is all about digging into the detail: listening to calls, analysing feedback, and identifying themes and sentiment that reveal what’s working and what’s not.
You’ll be reviewing customer contact data, agent feedback, and complaints to uncover pain points and root causes. Using platforms that help surface common issues, you’ll feed those insights into the right teams across the business — helping to improve processes, update our Help Centre, and shape a smoother customer journey.
Here's What You Can Expect To Be Doing
- Listening to customer calls and reviewing feedback to identify themes, sentiment, and areas for improvement.
- Working with agents to understand pain points and feeding insights into relevant departments.
- Reviewing escalated contacts and raising service desk tickets when something needs fixing.
- Supporting updates to our Help Centre and refining the tone of our chatbot.
- Helping the team with stats and insight reporting to build a clearer picture of the customer experience.
- Keeping documentation up to date - from workflows to system changes - so everyone’s working from the same playbook.
A Few Things About You
- You’re proactive, collaborative, and always looking for ways to improve the customer journey.
- You’ve got a sharp eye for detail and can juggle multiple tasks with ease.
- You’re a confident communicator - whether it’s writing up findings or chatting through ideas with a product owner.
- You’re comfortable working with data and turning it into clear, actionable insight.
- You’ve got experience in customer insights, data analysis, or a similar role.
A Bit About Us
When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.
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!
- 33 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
