Job Description

Do you want to work for a customer centric organisation, who put their people and customers at the heart of everything they do and encourage ideas and accountability at all levels? Do you enjoy problem solving and helping people when they need it most?

If the answer is yes, then this could be just the exciting new opportunity you've been looking for!

What you'll be doing

Reporting to the Service Manager you'll ensure incoming customer queries and complaints are answered within SLA and in line with company policies, efficiently and effectively, promoting customer satisfaction at all times.

Typically you'll speak to customers over the phone and email, managing and solving general queries and complaints for our customers. You'll investigate and help determine the cause of issues, resolving and recording all queries and complaints.

Experience that will put you ahead of the curve

• Great interpersonal skills - you'll be able to demonstrate experience of handling customer expectations and offering resolutions confidently
• Adaptability - you'll be able to demonstrate adaptability to cater to different customer needs
• Customer service - you'll have experience of working in a role where your primary focus has been delivering excellent service to customers
• Complaint handling - experience of dealing with customer complaints and resolving in line with company process
• Problem solving - you'll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome
• Proven general IT skills such as Word, Excel, Google Suite

What's in it for you

The expected range for this role is £25,000 - £26,500.

This is a Hybrid role from our Cardiff Office, working three days from the office, two from home

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level P7

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

#LI-Hybrid