Customer Care Associate

About the job

Unlock Your Career Potential with the Financial Times

Job Title: Customer Care Associate

Location: Central London (Hybrid)

Salary: £28,671 (rising to £29,979 on successful completion of probationary period) + discretionary monthly bonus capped at 15%.

Please note that all successful applicants will be required to undergo a Basic DBS check.

About us

At the FT, we're on an unwavering mission to provide quality, independent information and services to individuals and businesses worldwide. To fulfil this aim, we empower our diverse and talented team. We promote a culture that values curiosity and rewards smart, ambitious thinking.

Like the audiences we serve, no two FT people are the same, but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Role overview

As a Customer Care Associate, you will respond to all inbound queries/requests from our subscribers across different channels. We will provide training for you to become a subject matter expert on FT content and platforms. Upon passing the probationary period, we’ll continue to enhance your skills and provide time dedicated to your personal development.

Our mission is to engage and retain our customers with FT products and services by delivering outstanding customer care 100% of the time.

To help you achieve this, we will empower you to engage in personalised conversations with subscribers.

Key responsibilities within this role:

• You will act as an FT ambassador, representing our values and upholding our mission
• Communicating with all subscriber types, through phone, live chat and email
• Taking ownership of subscriber issues, pursuing and ensuring resolution whilst keeping subscribers informed
• Meeting or exceeding personal CSAT, QA and efficiency targets (e.g. SLA, AHT, etc), with performance recognised and rewarded.
• Promoting and booking appointments related to subscriber acquisition and subscriber engagement
• Managing a personal caseload of customer enquiries, using Salesforce to track, progress and close cases accurately and efficiently
• Keeping to correct procedures and processes to ensure that customer data is secure and that the FT acts in their best interests
• Contributing to internal initiatives to continuously improve team performance
• Working full-time, and in shifts (Monday-Friday between 7:00 - 18:00, Saturday 8:00-13:00)
• You must be willing to work some Saturdays and Bank Holidays
• Please note that shift patterns are subject to change due to operational needs.
• Hybrid work (expected 2-3 days in the office)

To be successful in this role, you’ll need to:

• Communicate confidently and clearly in spoken and written English, as you’ll be speaking to subscribers and responding to written queries every day
• Pay close attention to detail, ensuring customer information and actions are accurate
• Stay calm and professional in challenging conversations, adapting your approach to different customers and situations
• Solve problems independently, making sound decisions to resolve issues and retain subscribers
• Work quickly without losing accuracy, even when handling multiple tasks at once
• Communicate with empathy, integrity and confidence, building trust while clearly explaining outcomes
• Work well under pressure, managing competing priorities in a fast-paced environment
• Adapt easily to change, including new processes, priorities or ways of working
• Focus on retaining subscribers, understanding their needs and finding the right outcome for them

Experience & eligibility

• Previous customer service experience is essential
• Previous experience in a contact centre is desirable, but not essential
• You must have the legal right to work in the UK
• We are unable to offer visa sponsorship for this role
• This role is based in our central London office and requires regular on-site attendance

What’s in it for you?

Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices.

Our benefits package includes:

• 25 days of annual leave, rising to 30 days after two years in the company
• Competitive bonus program
• Health insurance and mental health support
• Enhanced parental leave
• Subsidised gym membership
• Dental plan
• Generous pension contribution.

Full details of our benefits can be found here.

Further information

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact [email protected] and a member of our team will be happy to help.

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