At a Glance
- Tasks: Help customers by resolving queries and complaints efficiently via phone and email.
- Company: Join Future, a global leader in specialist media with a people-first approach.
- Benefits: Enjoy uncapped leave, profit-sharing bonuses, and well-being support.
- Other info: Hybrid role with great career growth opportunities in a dynamic environment.
- Why this job: Make a real difference by helping customers and being part of an inclusive team.
- Qualifications: Strong interpersonal skills and experience in customer service and complaint handling.
The predicted salary is between 26500 - 26500 £ per year.
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 £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.
Please let us know if you need any reasonable adjustments made so we can give you the best experience!
Customer Care: Complaints & Subscriptions (Hybrid) in Cardiff employer: Future
At Future, we pride ourselves on being a customer-centric organisation that values our employees and fosters a culture of accountability and innovation. Located in Cardiff, this hybrid role offers the flexibility of working from home while enjoying benefits like uncapped leave, profit-sharing bonuses, and opportunities for personal growth within a diverse and inclusive environment. Join us to be part of a dynamic team that is dedicated to delivering exceptional service and making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care: Complaints & Subscriptions (Hybrid) in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, dive into Future's values and culture. This will help you connect your experiences with what they care about, showing them you're not just another candidate.
✨Tip Number 2
Practice your problem-solving skills! Think of examples where you've turned a complaint into a positive outcome. This will demonstrate your adaptability and customer service prowess during the interview.
✨Tip Number 3
Be ready to showcase your interpersonal skills! During the interview, engage with your interviewer as if they were a customer. This will highlight your ability to handle expectations and offer resolutions confidently.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at Future.
We think you need these skills to ace Customer Care: Complaints & Subscriptions (Hybrid) in Cardiff
Some tips for your application 🫡
Show Your Customer-Centric Side:When writing your application, make sure to highlight your passion for customer service. Share specific examples of how you've gone above and beyond to help customers, as this aligns perfectly with our values at StudySmarter.
Be Clear and Concise:We love a well-structured application! Keep your language clear and to the point. Use bullet points where necessary to make it easy for us to see your skills and experiences that match the role.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Care role. Mention your experience with complaint handling and problem-solving directly.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to see all the details about the role and our company culture while you’re at it!
How to prepare for a job interview at Future
✨Know Your Customer Care Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints and what makes for excellent service. Be ready to share specific examples from your past experiences that highlight your problem-solving skills and adaptability.
✨Showcase Your Interpersonal Skills
During the interview, demonstrate your great interpersonal skills by engaging with the interviewer. Use active listening and respond thoughtfully to their questions. Share stories that illustrate how you've successfully managed customer expectations and resolved issues in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to think on your feet. Practice responding to common customer complaints or queries. This will help you show your logical approach to problem-solving and your ability to deliver appropriate outcomes for customers.
✨Familiarise Yourself with Company Values
Research Future's values and mission. Be prepared to discuss how your personal values align with theirs, especially regarding diversity and inclusion. Showing that you understand and appreciate their culture can set you apart as a candidate who truly fits the team.
