Customer Subscriptions Associate

Future PLC; Cardiff, Bath; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Uncapped leave

Profit sharing bonus

Refer a friend reward

Colleague Assistant Programmes

Share Incentive Plan

Job summary

Future plc in Cardiff is seeking a Customer Subscriptions Associate to join our Customer Operations team, handling billing, data processing, reporting, governance and process control. You will identify opportunities for improvements and work cross-functionally to drive operational excellence.

The role is hybrid, based in Cardiff with three days in the office and two from home, offering uncapped leave, potential profit share, and wellbeing support.

Qualifications

• Experience in subscription management, customer service or similar administrative roles.
• Adaptability to different stakeholder needs.
• Understanding of project or change management approaches and best practice.
• Proactive with organisational and time management skills.
• Problem solving with logical judgement for customer outcomes.
• Basic knowledge of billing and invoicing processes.
• Ability to work independently as well as part of a team.

Responsibilities

• Analyse data to identify improvements in customer service and reduce contact.
• Lead continuous improvement projects to enhance customer and agent experience.
• Create business cases to justify changes.
• Maintain key reports and dashboards.
• Maintain SLA performance across channels; coordinate with third-party providers.
• Input and track invoices to understand spend against budget.
• Be point of contact for escalations/complaints; manage relationships with providers.
• Support handling of customer complaints with guidance to providers.
• Develop knowledge of products/services offered by the company and partners.
• Take on additional responsibilities as needed.

Skills

Subscription management

Customer service

Attention to detail

Adaptability

Change management

Organizational skills

Time management

Problem solving

Billing knowledge

Teamwork

Independent work

Tools

Billing software

Invoicing tools

Job description

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’re dedicated to creating loyal fans of our brands, and the number is growing all the time. But that’s not enough – we’re continually adding to our portfolio, building on our technology and investing in our people. Everything we do is born from our desire to innovate and influence and we restlessly look to improve. We hire people we can learn from and we work together to push the boundaries of what can be done.

What you’ll be doing

As a Customer Subscriptions Associate, you will be working within our Customer Operations team and contributing to the smooth running of the department through the delivery of business critical tasks. It is a varied role, with tasks spanning across billing and invoicing, data process and reporting, governance and process control. You will also play a key role in identifying areas for improvement and contribute to the delivery of key projects. The role works cross-functionally with other departments, so there are lots of opportunities to connect with colleagues outside of the department and further expand your knowledge of the business.

• 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…

• Proven experience in subscription management, customer service, or similar administrative roles.
• Keen eye for detail and accuracy.
• Adaptability - you’ll be able to demonstrate adaptability to cater to different stakeholder needs.
• An understanding of project or change management approaches and best practice.
• Being proactive with excellent organisational and time management skills.
• Problem solving - you'll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome.
• Basic knowledge of billing and invoicing processes.
• Ability to work independently as well as part of a team.

What’s in it for you…

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

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

• 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!

#LI-Hybrid