Customer Service Assistant

What you'll be doing…

As a Customer Service Assistant you will ensure that we are able to resolve customer queries and deliver excellent customer service, you’ll demonstrate excellent listening skills and will be able to show empathy to customers across multiple channels including telephone, email, social media and reviews. You’ll have knowledge of what it is to work in the financial services industry adhering to FCA guidelines and will understand frustrations that customers may have with particular knowledge around insurance products and provider

As a Customer Service Assistant you will ensure that we are able to keep our customers on the best deals year in year out and remove the hassle in switching providers. Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries for our customers - your passion for delivering excellent customer service will shine through the interactions you have!

Experience that will put you ahead of the curve…

• Great interpersonal skills - you’ll be able to demonstrate experience of handling customer expectations and offering resolutions confidently and will also have phenomenal written communication skills being able to deliver communications over email and letters to customers.
• Adaptability - you’ll be able to demonstrate adaptability to cater to different customer needs.
• Customer service - you’ll have experience of working in a role where your primary focus has been delivering excellent service to customers, we’re very open to backgrounds and some of our best Agents have come from customer facing roles within hospitality, contact centres and retail!
• Problem solving - you'll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome.
• Experience of delivering service to customers through multiple channels including phone, email, chat, video calls and service through social media.

What's in it for you…

We have a number of awesome perks available to our staff. We offer huge opportunities to learn and develop, whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues. We have a fantastic culture where we really do care about our people and want everyone to succeed. Varied roles mean you’re not pigeonholed in to one finite area but get the opportunity to develop a wide range of skills and experience

And to top it all off, not only do we offer unlimited holiday because we trust you to manage your workload and time but we also offer a share in our success whereby every colleague is eligible to join our profit pool bonus scheme - if Future hits their performance targets all colleagues may receive a bonus.

Internal job family level P8

The expected range for this role is £24,000 -£24,000.

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

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. 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!

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