What Jobs are available for Customer Service in Minehead?

• Lead, coach, and motivate a team of customer service representatives.
• Oversee daily operations of the customer service department.
• Monitor team performance and provide regular feedback and training.
• Ensure the team meets key performance indicators (KPIs) for customer satisfaction and resolution times.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Develop and implement strategies to enhance the customer experience.
• Maintain up-to-date knowledge of products, services, and company policies.
• Collaborate with other departments to resolve customer issues.
• Assist in recruitment and onboarding of new team members.
• Contribute to process improvements within the customer service function.
• Ensure compliance with company service standards and procedures.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and customer support tools.
• Exceptional communication and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Experience in a hybrid work environment is beneficial.
• Ability to work effectively both independently and as part of a team.
• A passion for delivering outstanding customer service.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software and hardware products.
• Provide step-by-step guidance to customers on product usage and troubleshooting.
• Escalate complex issues to senior technical staff or relevant departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the development of our knowledge base and FAQs by creating and updating support documentation.
• Identify recurring customer issues and provide feedback to the product development team for improvements.
• Maintain a high level of customer satisfaction through effective problem-solving and excellent service.
• Stay up-to-date with product updates, new features, and relevant industry trends.
• Adhere to all company policies and procedures regarding customer support and data security.

• Previous experience in a customer service or technical support role is essential.
• Strong understanding of software applications and hardware troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Patient, empathetic, and customer-centric attitude.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent; further technical certifications are a plus.
• Demonstrated ability to learn new technologies quickly.

What you'll be doing…

As a Customer Service Assistant you will ensure that we are 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. 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 provider

As a Customer Service Assistant you will ensure that we are able to keep our customers on the best deals year in year out and remove the hassle in switching providers. Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries for our customers - your passion for delivering excellent customer service will shine through the interactions you have!

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.
• 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, we’re very open to backgrounds and some of our best Agents have come from customer facing roles within hospitality, contact centres and retail!
• 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 P8

Please note, the expected salary range for this position is £24,000 - £24,000

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

Wh o 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.

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

#LI-MH1

• Lead, train, and mentor a remote team of customer service and support agents.
• Develop and implement customer support policies, procedures, and best practices.
• Manage the customer support ticketing system and ensure timely resolution of inquiries.
• Monitor and analyze key performance indicators (KPIs) such as response times and customer satisfaction scores.
• Handle escalated customer complaints and complex technical issues effectively.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Collaborate with product and engineering teams to relay customer feedback and identify product improvements.
• Ensure adherence to service level agreements (SLAs).
• Foster a positive and customer-focused team environment.
• Identify training needs and provide ongoing coaching to support staff.
• Contribute to the development of self-service support options.
• Champion the voice of the customer within the organization.

• Proven experience in a customer service leadership or management role.
• Demonstrated experience in managing remote teams.
• Strong understanding of customer support principles and best practices.
• Proficiency with CRM software and helpdesk platforms (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to coach and develop team members effectively.
• Strong analytical skills for tracking and reporting on support metrics.
• Experience in the SaaS or technology sector is highly desirable.
• A commitment to delivering outstanding customer service.

• Lead, coach, and motivate a team of remote customer service representatives to achieve performance targets and deliver outstanding service.
• Oversee daily customer support operations, ensuring efficient handling of inquiries via phone, email, and chat.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction (CSAT), and net promoter score (NPS).
• Develop and implement standard operating procedures (SOPs) to enhance service quality and consistency.
• Identify training needs for the team and conduct regular training sessions to improve skills and product knowledge.
• Handle escalated customer issues and complex inquiries, providing effective resolutions.
• Collaborate with other departments (e.g., Sales, Operations, Product) to resolve customer issues and improve the overall customer journey.
• Analyse customer feedback and support data to identify trends, areas for improvement, and opportunities for proactive service.
• Contribute to the recruitment and onboarding process for new customer support team members.
• Ensure adherence to company policies, service level agreements (SLAs), and quality standards.
• Champion a customer-centric culture within the support team and across the organization.

• A minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
• Proven experience managing remote teams is essential.
• Demonstrated ability to coach, motivate, and develop customer service professionals.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• A passion for delivering outstanding customer experiences.

• Lead and manage a team of customer service and technical support representatives.
• Oversee the daily operations of the helpdesk, ensuring efficient ticket management and resolution.
• Develop, implement, and refine customer support policies and procedures.
• Provide training, coaching, and performance feedback to support team members.
• Monitor key performance indicators (KPIs) and analyse support metrics to identify areas for improvement.
• Act as a point of escalation for complex customer issues and technical problems.
• Ensure timely and accurate resolution of customer inquiries via phone, email, and chat.
• Collaborate with other departments (e.g., Product, Engineering) to resolve customer issues and improve product functionality.
• Maintain and update the knowledge base with relevant support information and troubleshooting guides.
• Contribute to customer satisfaction initiatives and strive to exceed service level agreements (SLAs).

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and technical support roles.
• Minimum of 2 years of experience in a team leadership or management capacity.
• Proven experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of technical troubleshooting methodologies for software products.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and lead a remote team effectively.
• Customer-centric mindset with a passion for delivering exceptional service.
• Experience in developing and implementing support processes.

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.

Go.Compare are hiring for a Customer Service Agent on a 6 month fixed term contract. You will ensure that we are 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 Senior Customer Services Manager, 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 provider.

• Experience building relationships with each assigned customer - 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.
• 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, we're very open to backgrounds and some of our best Agents have come from customer facing roles within hospitality, contact centres and retail!
• 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.

The salary for this role is £25,000

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 8

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!

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

Are you passionate about ensuring customers receive an excellent service? Do you have a knack for spotting the little things that make a big difference? We're on the lookout for a Customer Service Quality Assurance Assistant to join our team.

What you’ll be doing…

As a Quality Assurance Assistant, you will ensure excellent service is provided to customers by monitoring the work of the team to ensure they adhere to company, FCA and other regulatory processes and procedures. You will also help with coaching existing team members to improve their performance and ensure knowledge is maintained.

1. Monitoring Interactions: You will listen to or review customer service interactions, including phone calls, emails and reviews websites.
2. Providing Feedback: QA agents offer constructive feedback to customer service representatives based on their evaluations. This feedback aims to highlight areas of strength and areas that need improvement.
3. Identifying Trends: By analysing trends and patterns in customer interactions, you will provide insights to improve processes, update training materials, or suggest changes in policies to enhance overall customer satisfaction.

Experience that will put you ahead of the curve…

• Experience working within a quality assurance role or similar experience gained through work experience.
• Insurance Industry/Financial Services Knowledge or experience.
• Knowledge of FCA/Ombudsman regulations.
• Being proactive with excellent organisational and time management skills.
• Experience working to deadlines and SLA’s.
• Excellent communication and written skills.

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 P7

The expected range for this role is £25,000 - £28,000

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. 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-NG1