Customer Subscriptions Associate

We are Future, a global multi-platform media company with big ambitions and the talent to bring them to life. Together, we connect people to their passions through the high-quality content we create and the innovative technology we pioneer.

We're the name behind award-winning brands in specialist sectors like technology, gaming & entertainment, music, creative & photography, field sports, knowledge and home interest. Specialists in our field and passionate about what we do, every year we attract millions of consumers to our websites, magazines, events and social spaces.

We dedicate ourselves to delivering an exceptional customer-focused service, developing life-long, valuable relationships with our customers, so we can inspire, inform, and entertain them.

• We offer multiple communication channels giving customers the opportunity to speak to our committed, knowledgeable and passionate customer care team - whenever and wherever they like.

• We ask for, and use feedback - so that we can improve customer experience.

• We strive to deliver 'the best' standards of customer service at all times - so we can be the effective and professional face of our brands

What you'll be doing

As a Customer Subscriptions Associate, you will ensure that we are able to resolve customer queries and deliver excellent customer service, Working within the Magazine Subscriptions Customer Service Team, you will be tasked with improving customer services processes and looking at how we can reduce the customer service cost to serve. You will achieve this through collaboration with our customer service partners to drive better overall customer service, with a strong focus on complaints and continuous improvement.

Key roles & responsibilities:

• Analysing data to make recommendations for improvements in both customer service and contact reduction.
• Lead continuous improvement projects to progress the customer and agent experience and actively participate in working groups, projects and initiatives designed to drive operational excellence and efficiency improvements
• Creating business cases to provide justification to implement new changes.
• Maintaining key reports and performance dashboards
• Maintain and improve performance within SLA’s across multiple customer service channels , collaborating with third party service providers on solutions to facilitate improvements.
• Input and track invoices received into the business to help understand spend against budget 
• Point of contact for customer escalations/complaints for the business. Managing relationships between Future and third party service providers to ensure customer escalations/complaints are resolved in line with company process. 
• Supporting the handling of customer complaints providing help and guidance to third party service providers .
• Develop and maintain knowledge of products and services offered by the company and its business partners.
• Taking additional responsibilities as and when required by your manager. 

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 and will also have phenomenal written communication skills being able to deliver communications over email and letters to customers and partners.
• 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.

• Proactive with excellent organisational and time management skills.

• Problem solving - you'll demonstrate the ability to approach problems logically to ensure the appropriate customer outcome.

What's in it for you

The expected range for this role is £28,000-£29,500.

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!

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