Complaints and Customer Service Assistant

What you'll be doing…

As a Customer Service & Complaints Assistant you'll ensure that incoming customer queries and complaints are answered within the service level agreement and following company policies, promoting customer satisfaction.

Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries and complaints for our customers - your passion for delivering excellent customer service will shine through the interactions you have.

Experience that will put you ahead of the curve…

• You’ll be able to demonstrate experience in handling customer expectations and offering resolutions and will also deliver communications over email and letters to customers.
• Customer service - you’ll have experience of working in a role where your primary focus has been delivering excellent service to customers, we’re very open to backgrounds and some of our best Agents have come from customer-facing roles within hospitality, contact centers and retail!
• You’ll be able to demonstrate adaptability to cater to different customer needs.
• You'll demonstrate the ability to approach problems logically and with good judgment to ensure the appropriate customer outcome.
• Experience working to deadlines and Service level agreements

What's in it for you…

We have a number of awesome perks available to our staff. We offer huge opportunities to learn and develop, whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues. We have a fantastic culture where we really do care about our people and want everyone to succeed. Varied roles mean you’re not pigeonholed in to one finite area but get the opportunity to develop a wide range of skills and experience

And to top it all off, not only do we offer unlimited holiday because we trust you to manage your workload and time but we also offer a share in our success whereby every colleague is eligible to join our profit pool bonus scheme - if Future hits their performance targets all colleagues may receive a bonus.

Internal job family level P7 The expected range for this role is £24,000 - £25,000

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

Who are we…

We’re Future. We’re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We’ve got ambitious plans that build on our growth momentum and unlock new opportunities and we’re looking for talented people who want to be a part of it.

Our Future, Our Responsibility - Inclusion and Diversity at Future

We have a voice and we’re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We’re an equal opportunity employer and we will continue to ensure our recruitment process is free of bias and our workplaces are inclusive, positive, free of discrimination and respecting of all backgrounds and beliefs. Our culture is underpinned by our values and employees - current and future - are treated with respect and fairness.

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

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

#LI-NG1 #LI-Hybrid

Requirements

Benefits