company

Customer Subscriptions Associate

Future Publishing LtdCardiff, Wales, United KingdomNew

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Experience Level

Experience

Qualifications

We are looking for individuals who are passionate about customer service and have a strong desire to improve processes. Ideal candidates will possess analytical skills and the ability to collaborate effectively with diverse teams. A proactive approach to problem-solving and a commitment to maintaining high standards of service are essential.

About the job

Join Future, a dynamic and ambitious global multi-platform media company that excels in connecting audiences with their passions through exceptional content and groundbreaking technology. Our portfolio includes award-winning brands across specialized sectors such as technology, gaming, entertainment, music, photography, field sports, knowledge, and home interests. Each year, we draw millions of consumers to our engaging websites, magazines, events, and social platforms.

At Future, we prioritize delivering outstanding customer service, fostering long-lasting relationships that inspire, inform, and entertain our customers. Our dedicated customer care team is available through various communication channels, ensuring support is accessible whenever and wherever needed.

We actively seek and utilize feedback to enhance customer experience and consistently strive to uphold the highest standards of service, representing our brands with professionalism.

Key Responsibilities

As a Customer Subscriptions Associate, you will play a vital role in resolving customer inquiries and delivering top-notch service. Working alongside the Magazine Subscriptions Customer Service Team, your focus will be on enhancing customer service processes and minimizing service costs. You will collaborate with our partners to elevate overall service quality, particularly in managing complaints and driving continuous improvement.

  • Evaluate data to recommend enhancements in customer service and contact reduction.
  • Lead initiatives aimed at improving customer and agent experiences, participating actively in projects designed to drive operational excellence.
  • Develop business cases to justify the implementation of new changes.
  • Maintain essential reports and performance dashboards.
  • Ensure performance remains within service level agreements (SLAs) across multiple service channels, collaborating with third-party providers to facilitate improvements.
  • Manage and track invoices to understand budget expenditures.
  • Be the primary contact for customer escalations and complaints, ensuring resolutions align with company processes.
  • Support the resolution of customer complaints by providing guidance to third-party providers.
  • Continuously develop knowledge of products and services to enhance customer interactions.

About Future Publishing Ltd

Future is a leading global media company that connects audiences with their passions through innovative content and technology. With a focus on quality and engagement, Future operates numerous award-winning brands in various sectors, attracting millions of consumers worldwide.