Complaints Assistant - Magazine Subscriptions

Future; Cardiff; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A leading media company in Cardiff is seeking a Magazine Subscriptions Customer Service and Complaints Assistant. This hybrid role involves solving customer queries and complaints through effective communication. The ideal candidate should have a strong customer service background and be comfortable using IT tools like Word and Excel. The position offers a competitive salary between £25,000 and £26,500 along with attractive perks such as uncapped leave and profit sharing.

Benefits

Uncapped leave

Profit sharing bonus

Referral rewards

Wellbeing support

Share Incentive Plan

Qualifications

• Experience working in customer service roles focused on customer satisfaction.
• Ability to approach problems logically.

Responsibilities

• Ensure incoming customer queries and complaints are addressed within service level agreement.
• Manage and resolve general queries and complaints.
• Communicate effectively with customers via phone and email.

Skills

Handling customer expectations

Excellent communication

Problem-solving

Experience with IT (Word, Excel)

Job description

Overview

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 entrepreneurial 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 is the new opportunity you've been looking for.

Responsibilities

As a Magazine Subscriptions Customer Service and Complaints Assistant, reporting to the Head of Service, you will ensure that incoming customer queries and complaints are answered within Service level agreement, and following company policies, promoting customer satisfaction.

Typically you'll speak to customers over the phone 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.

• Demonstrate experience handling customer expectations and offering resolutions
• Communication - comfortable with using emails and letters to contact customers and partners.
• Customer service - you'll have experience working in a role where your primary focus has been delivering excellent service to customers.
• You'll demonstrate the ability to approach problems logically
• Experience with IT, such as; Word and Excel (can maintain complex spreadsheets).

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

Internal job family level P7

About us

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 responsibility and inclusion

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.

*We reserve the right to close the job advert early

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

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