As Complaints 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.

What you’ll be doing...

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 Customer Service Assistants to take care of escalations for our brands, 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...

• Knowledge of the financial services industry - ideally, you’ll have some experience of working to FCA/Ombudsman regulations.
• Customer service & complaints handling - you’ll have experience of working in a role where your primary focus has been delivering excellent service to customers and resolving complaints, we’re very open to backgrounds and some of our best Advisors have come from customer facing roles within hospitality, contact centres and retail!
• People management background with the ability to lead and motivate a team of complaints handlers.
• The ability to identify operational improvements and implement practical solutions

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 P4

The expected range for this role is £35,000 - £36,500

This is a Hybrid role from our Cardiff Office, working three days from the office, two from home

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.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

Find out more about Our Future, Our Responsibility on our website.

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