- Entry level
- No Education
- Salary to negotiate
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Customer Care Associate
The Financial Times is on the lookout for individuals who thrive in providing outstanding customer service as we look to bring an entire customer care team in-house! You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience.
We are able to offer flexible working patterns as the team will cover Monday - Saturday, talking directly to our subscribers answering their questions and delivering a personalised, interactive experience to help them take advantage of all the benefits of their subscription.
The Financial Times Group, a part of Nikkei Inc. , is one of the world’s leading news organisations, recognised internationally for its authority, integrity and accuracy. We provide essential news, comment, data and analysis for the global business community.
This is a great opportunity to be part of a leading publisher read by 2 million people globally every day. The FT prides itself on delivering outstanding, proactive and engaging customer service to its readers.
In this role you will:
Provide an outstanding, personalised customer service, building rapport with subscribers and focusing on engaging them with FT content, acquisition, upselling and preventing cancellations
Communicate with all subscribers types, supporting requirements via phone, live chat and email
Take ownership of subscriber issues, pursuing and ensuring resolution whilst keeping subscribers informed
Become a FT product, platform and content expert, communicating with empathy, authority and integrity
Meet or beat personal customer satisfaction, quality customer retention and contact quota targets
Contribute to internal voice of the customer initiatives, representing subscriber opinion to all areas of the business
Essential skills in the role:
Experience in a customer-facing role
The ability to verbally engage and persuade on the phone
Ability to self-manage time according to regular deadlines
Problem solving with exceptional attention to detail
Excellent verbal and written communication skills
We would provide training:
To become a subject matter expert on FT content and platforms
To enable expansive, personalised conversations with subscribers
To retain customers and encourage upselling
We have many great benefits, other than working with an internationally recognised brand, some standout ones are:
Competitive salary and bonus scheme
25 days of leave, increasing to 30 after two years (pro rata if part-time)
Pension plan, company doubling your contribution
Other schemes include: Flexidays, childcare vouchers, give as you earn, cycle to work, travel loans, healthcare, dental, life assurance, gym membership and local business discounts.