Customer Care Associate

About the job

Unlock Your Career Potential with the Financial Times

Location: Central London (Hybrid)

Salary: £28,109 per annum (rising to £29,390.69 on successful completion of probationary period) + discretionary monthly bonus capped at 15%.

Please note that all successful applicants will need to complete a 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

This role offers an opportunity to candidates of any background to join a global media brand in an expanding digital age.

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 goal is to empower you to engage in personalised conversations with subscribers.

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

Your journey begins in our Contact Centre, but you'll communicate with other teams within Customer Care, to ensure we always meet our customers' needs.

Key responsibilities within this role:

• You will act as a 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 beating personal CSAT, QA, cancellation save and contact quota targets, and being recognised and rewarded for your achievements.
• 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.
• Hybrid work (expected 2-3 days in the office. 4 days for 1st week of employment).

What experience/skills do I need to be successful in this role?

• Superb communication skills - both written and verbal
• A keen eye for detail
• Resilience - able to have difficult conversations with customers and adapt to changes quickly
• Excellent problem-solving skills
• Effective - can work quickly and accurately
• Able to have engaging conversations and to communicate with empathy, integrity and authority
• The ability to work well under pressure and juggle multiple tasks
• Able to adapt to different situations and be comfortable with changing priorities

Previous experience in an inbound contact centre is preferable. Previous customer service experience is essential.

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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