Customer Service Manager - Subscriptions

We are Future, a global multi-platform media company with big goals 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. 

What you'll be doing

As a Customer Service Manager, you will report to the Head of Service. You will ensure a satisfactory service is being provided to customers through trend analysis of customer contact data and making recommendations for improvements ensuring all incoming customer queries and complaints are answered within SLA and following company procedures. 

You’ll know what it is to work within a subscription-based customer support function and understand what contributes to a positive customer service experience and outcomes. 

Experience that will put you ahead of the curve

• Previous management experience within a customer service/sales role
• Experience of leading by example, motivating and developing a team.
• Knowledge of complaint handling.
• Proven strategic vision and delivery.
• Stakeholder management skills.
• Previous experience of report writing, extracting and analysing of data. 

What's in it for you

The expected salary for this role is £35,000

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
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level P4

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.

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