Expression of Interest - Customer Services - Magazine Subscriptions

Future; Cardiff; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading media company based in Cardiff is seeking customer support professionals to join their growing team. This hybrid role involves resolving customer queries, handling complaints, and retaining customers through effective communication. Candidates should have strong IT skills, attention to detail, and experience in a quality assurance role. The position offers a salary between £25,000 and £28,000, along with benefits including uncapped leave, profit-sharing bonuses, and wellbeing support.

Benefits

Uncapped leave

Profit-sharing bonus

Colleague Assistant Programmes

Share Incentive Plan

Qualifications

• Experience of communicating with customers effectively via telephone and digital channels.
• Proven general IT skills such as Word, Excel, Google Suite.
• Excellent attention to detail and ability to manage time.

Responsibilities

• Resolve customer queries and handle complaints according to company processes.
• Work closely with operations to understand needs and drive positive changes.
• Influence stakeholders to deliver world-class service.

Skills

Customer communication

IT skills (Word, Excel, Google Suite)

Attention to detail

Complaint handling

Retention and negotiation skills

Workload management

Job description

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 our subscription based customer support function grows we are regularly looking to add to our complaints, quality assurance and sales and retention roles. If you enjoy problem solving, resolving customer queries or the challenge of retaining customers, then this could be just the exciting new opportunity you've been looking for!

Experience that will put you ahead of the curve

• Experience of communicating with customers effectively via the telephone and digital channels i.e. email, live chat and social media
• Proven general IT skills such as Word, Excel, Google Suite
• Excellent attention to detail
• Experience working within a quality assurance role or similar experience gained through work experience all while adhering to company deadlines and SLA's.
• Work closely with the operation to understand their needs and drive positive change across the business
• Positively influence internal and external stakeholders to deliver world class service to customers
• Ability to improve the customer journey through customer feedback
• Complaint handling - experience of dealing with customer complaints and resolving in line with company process. Excellent retention or selling and negotiating skills
• Ability to prioritise and manage your own workload and time
• Excellent retention or selling and negotiating skills

What's in it for you

Salary ranges for these roles are vary from £25,000-£28,000.

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
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan
• Plus more great perks based on your location

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.

Reasonable adjustments

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.