Job Description

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Go.Compare is one of the UK's leading price comparison websites, helping millions of people make smarter financial decisions every year. We provide a fast, transparent, and reliable way to compare a wide range of products and services, from car and home insurance to energy, broadband, and more. Our mission is simple: to empower consumers with the information and tools they need to find the right deals for their needs, saving them both time and money. Backed by innovative technology and a commitment to customer-first thinking, Go.Compare continues to be a trusted partner for households across the UK.
What you'll be doing
As Customer Service Manager at Go.Compare you'll ensure that we're able to resolve customer queries and deliver excellent customer service, you'll demonstrate excellent listening skills and will be able to show empathy to customers across multiple channels including telephone, email, social media and reviews.
Reporting to the Head of Service, you'll have knowledge of what it is to work in the financial services industry adhering to FCA guidelines and will understand frustrations that customers may have with particular knowledge around insurance products and providers.
You'll act as a point of referral for our Customer Service Senior, work with management and wider teams in order to problem solve recurring issues affecting our customers and investigate and help to determine the root cause of issues, resolving and recording all queries and complaints in line with company guidelines.
You'll also be maintaining up to date knowledge and understanding of products and services offered by our brands and business partners.
Experience that will put you ahead of the curve

• Experience 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's
• Experienced in setting goals and driving performance through development, encouragement and motivation.
• Ability to work collaboratively, understanding and listening to the views and experiences of others to foster an environment of continuous improvement.
• 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
The expected range for this role is 30,000- 35,000.
This is a Hybrid role from our Central 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
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level Professional 4
Who are we...
We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.
We've got ambitious plans that further build on our growth momentum and unlock new opportunities - and we're looking for driven people who want to be a part of it!
Our Future, Our Responsibility - 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.
When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table - it's about making sure the table has room for everyone.
Because a diverse team isn't just good for business. It's the Future.
Find out more about Our Future, Our Responsibility on our website.
Please let us know if you need any reasonable adjustments made so we can give you the best experience!
#LI-Hybrid

Skills Required