What are the responsibilities and job description for the Customer Subscriptions Associate position at Future Publishing?
What you'll be doing…
As a Customer Subscriptions Administrator , you will ensure that we are able to resolve customer queries and deliver excellent customer service, Working within the Magazine Subscriptions Customer Service Team, you will be tasked with improving customer services processes and looking at how we can reduce the customer service cost to serve. You will achieve this through collaboration with our customer service partners to drive better overall customer service, with a strong focus on complaints and continuous Improvement.
Key role responsibilities include :
- 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 .
- Maintain and improve performance within SLA’s across multiple customer service channels , collaborating with third party service providers on solutions to facilitate improvements.
- 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.
- Taking additional responsibilities as and when required by your manager.
- Deputising for manager during absences , facilitating regular meetings and completing regular tasks e.g performance commentary at these times.
- Analysing data to make recommendations for improvements in both customer service and contact reduction.
- Creating business cases to provide justification to implement new changes.
- Supporting Senior Business Analyst in maintaining key reports and performance dashboards
- Develop and maintain knowledge of products and services offered by the company and its business partners.
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 and partners.
- 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.
- Being proactive with excellent organisational and time management skills.
- 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 P7
The expected range for this role is £24,000 - £26,000
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.
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