Group Customer Care Executive

Job Title: Group Customer Care Executive

Location: Hybrid / Dublin, Ireland

Job type: Fixed Term / Full-Time

Sector and subsector: Client Services | Customer Experience

Salary: Competitive Salary

Location: The Irish Times Building, Tara Street, Dublin (Hybrid Working)

Reporting to: Group Customer Care Manager

About Us

The Irish Times has delivered trusted news, analysis, and commentary since 1859. As media technologies evolve, we continue to innovate in how we inform and engage our audiences. Today, the Irish Times Group includes The Irish Times, Irish Examiner, The Echo, a portfolio of regional titles, the Citywest print facility, and a range of digital brands including MyHome.ie, RecruitIreland.com, BreakingNews.ie, ScoreBeo and RIP.ie.

As part of our continued investment in customer experience, we are establishing a new Group Customer Care function to support subscribers and customers across all brands within the Group.

The Role

We are seeking a Group Customer Care Executive to join our newly established centralised customer care team. This role will support both new and existing digital subscribers and home delivery customers across all Irish Times Group brands.

The successful candidate will manage customer queries across multiple channels and take a proactive approach to delivering an excellent subscriber experience. They will be responsible for ensuring that every customer interaction reflects our Group values and service standards.

This role is suited to someone who is passionate about customer care, resilient in a fast-paced environment, and committed to delivering exceptional service. Some weekend working will be required on a rotational basis.

Key Responsibilities

• Engage with customers across email, phone, social media, and live chat.
• Identify and understand customer needs to ensure satisfaction and long-term loyalty.
• Meet or exceed individual and team performance targets.
• Build positive, lasting relationships with customers, ensuring they feel supported and valued.
• Handle customer complaints with empathy, patience, and a focus on first-contact resolution.
• Maintain accurate customer records by updating and managing account information within our CRM and subscription platforms.
• Contribute to a proactive customer service model supporting all brands across the Irish Times Group.

Skills and Experience

• Minimum 1 year of experience in a customer service role.
• Experience working in a customer-facing environment, preferably in a contact centre or subscription-based business.
• Strong communication skills with the ability to engage customers clearly and professionally.
• Strong organisational and problem-solving abilities.
• Good working knowledge of CRM systems and digital tools.
• Proficiency in Microsoft Office.
• Demonstrates a strong appreciation of The Irish Times Group brands and products.

Benefits: Health Insurance, Pension Contribution, Sick Leave Cover, Laptop, Mobile Phone, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.

Closing date: 5.00pm - 27th November 2025

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