What You'll Be Doing
Reporting to the Service Manager you'll ensure incoming customer queries and complaints are answered within SLA and in line with company policies, efficiently and effectively, promoting customer satisfaction at all times. Typically you'll speak to customers over the phone and email, managing and solving general queries and complaints for our customers. You'll investigate and help determine the cause of issues, resolving and recording all queries and complaints.
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.
* 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.
* Complaint handling - experience of dealing with customer complaints and resolving in line with company process.
* Problem solving - you'll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome.
* Proven general IT skills such as Word, Excel, Google Suite.
What's in it for you
The expected range for this role is £26,500. 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.
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.
Please let us know if you need any reasonable adjustments made so we can give you the best experience!
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