Key Responsibilities

• Analyse data to make recommendations for improvements in both customer service and contact reduction.
• Lead continuous improvement projects to progress the customer and agent experience and actively participate in working groups, projects and initiatives designed to drive operational excellence and efficiency improvements
• Create business cases to provide justification to implement new changes.
• Maintain key reports and performance dashboards
• Maintain and improve performance within SLA’s across multiple customer service channels , collaborating with third party service providers on solutions to facilitate improvements.
• Input and track invoices received into the business to help understand spend against budget
• Point of contact for customer escalations/complaints for the business. Managing relationships between Future and third party service providers to ensure customer escalations/complaints are resolved in line with company process.
• Supporting the handling of customer complaints providing help and guidance to third party service providers .
• Develop and maintain knowledge of products and services offered by the company and its business partners.
• Taking additional responsibilities as and when required by your manager.

Experience and Skills

• 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 and partners.
• 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.

• Proactive with excellent organisational and time management skills.

• Problem solving - you'll demonstrate the ability to approach problems logically to ensure the appropriate customer outcome.

What's in it for you

The expected range for this role is £28,000-£29,500. This is a Hybrid role from our Cardiff Office, working three days from the office, two from home. Plus more great perks, which include;

• 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

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