Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • London

Description

There is no single type of person whom we employ at the FT; our strength is in our employees, from all different backgrounds, united by a passion for delivering compelling, smart journalism.


Visit the FT Careers site for more information on our esteemed Editorial and Technology Graduate Schemes, Benefits, Learning & Development, and Life at the FT.


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.

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