About the job
Are you looking to join a customer-focused organization that prioritizes its people and clients in every aspect of its operations? Do you thrive on solving problems and providing assistance when it’s needed the most? If your answer is yes, this could be the exciting opportunity you have been searching for!
Your Role
As a Complaints Assistant reporting to the Service Manager, your primary responsibility will be to handle incoming customer inquiries and complaints, ensuring they are addressed within service level agreements (SLAs) and according to company policies. You will be instrumental in promoting customer satisfaction through efficient and effective resolution of queries.
Your daily interactions will typically involve communicating with customers via phone and email, managing and resolving their general inquiries and complaints. You will investigate the root causes of issues and ensure that all queries are documented and resolved appropriately.
Qualifications that Set You Apart
- Exceptional interpersonal skills, with a proven ability to meet customer expectations and confidently provide resolutions.
- Flexibility to adapt your approach to meet diverse customer needs.
- Experience in customer service, with a strong focus on delivering outstanding support.
- Proficient complaint handling skills, capable of resolving issues effectively in accordance with company procedures.
- Strong problem-solving skills, demonstrating logical thinking and sound judgement to achieve the best outcomes for customers.
- Competency in general IT applications such as Microsoft Word, Excel, and Google Suite.
What’s in It for You
This position offers a competitive salary range of £25,000 - £26,500.
Enjoy a hybrid working model from our Cardiff office, with three days spent in the office and two days working from home.
Additionally, you will benefit from:
- Uncapped leave to allow you to manage your workload and time effectively.
- A profit-sharing bonus when we achieve our targets.
- A referral program that rewards you for bringing friends into the Future team.
- Access to well-being support through our Colleague Assistance Programs.
- The chance to purchase shares in Future through our Share Incentive Plan.
We are committed to fostering an inclusive and diverse workplace.

