Job Description

What you\xe2\x80\x99ll be doing\xe2\x80\xa6 As a Senior Customer Service Assistant, you will be the first line support of assistance and escalations for Customer Service Assistants to revolve customer enquiries. You will help with coaching and mentoring Customer Service Assistants, ensuring high levels of quality and productivity. You will work alongside the Complaints\xe2\x80\x99 Team to ensure timely resolution of customer complaints, as well as, identify and eliminate threats to customer service SLAs and KPIs. You will work with the Customer Service Manager to enable continuous improvement initiatives and other project work. Experience that will put you ahead of the curve\xe2\x80\xa6

• A proven track record of being customer focused and delivering exceptional customer service in a fast growth environment.
• Experience working within a target-driven environment, working to deadlines and SLA\xe2\x80\x99s
• Ability to use quantitative and qualitative data to make real-time decisions and report on current performance levels
• Demonstrable experience of acting as a role model, creating trust and a positive working environment, with the ability to set clear, appropriate targets and objectives; provide ongoing feedback, manage performance and ensure development plans are in place to address training, development and talent progression needs.
• Working with stakeholders outside of the department to identify and remove issues and contribute to continuous improvement programmes.

What\'s in it for you\xe2\x80\xa6 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\xe2\x80\x99re 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 P6 The expected range for this role is \xc2\xa325,000- \xc2\xa325,000 Who are we\xe2\x80\xa6 We\xe2\x80\x99re Future. We\xe2\x80\x99re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We\xe2\x80\x99ve got ambitious plans that build on our growth momentum and unlock new opportunities and we\xe2\x80\x99re 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\xe2\x80\x99re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We\xe2\x80\x99re 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. #LI-MH1