Subscriptions & Customer Operations Specialist (Hybrid)

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

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.