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For Companies At a Glance
- Tasks: Engage with subscribers via phone, chat, and email to resolve their queries.
- Company: Join the Financial Times, a leading global media brand committed to quality information.
- Benefits: Enjoy 25 days annual leave, health insurance, gym membership, and more perks.
- Why this job: Be part of a diverse team that values curiosity and personal development.
- Qualifications: Excellent communication skills and previous customer service experience are essential.
- Other info: Hybrid work model with opportunities for personal growth and skill enhancement.
The predicted salary is between 28109 - 29390 £ per year.
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.
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. 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 50% of time 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
- 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 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.
- Health insurance and mental health support.
- Enhanced parental leave.
- Subsidised gym membership.
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 talent@ft.com and a member of our team will be happy to help.
Customer Care Associate employer: Financial Times
Contact Detail:
Financial Times Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Associate
✨Tip Number 1
Familiarise yourself with the Financial Times' content and services. Understanding their products will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you build confidence and resilience, which are crucial for a Customer Care Associate.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully resolved customer issues in the past. This will highlight your experience and adaptability, key traits for this role.
✨Tip Number 4
Be ready to discuss your ability to work under pressure and manage multiple tasks. Think of specific instances where you've juggled responsibilities effectively, as this will resonate well with the hiring team.
We think you need these skills to ace Customer Care Associate
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Customer Care Associate position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your superb communication skills and previous customer service experience. Use specific examples to demonstrate your problem-solving abilities and resilience in challenging situations.
Highlight Relevant Experience: In your CV, emphasise any previous roles in customer service or similar fields. Include metrics or achievements that showcase your ability to meet targets and provide excellent customer care.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Ensure there are no spelling or grammatical errors, as attention to detail is crucial in customer-facing roles.
How to prepare for a job interview at Financial Times
✨Showcase Your Communication Skills
As a Customer Care Associate, you'll need to demonstrate superb communication skills. During the interview, practice articulating your thoughts clearly and concisely. Use examples from your previous experience to highlight how you've effectively communicated with customers in challenging situations.
✨Demonstrate Resilience
The role requires resilience, especially when dealing with difficult conversations. Be prepared to discuss instances where you've successfully navigated tough customer interactions. This will show your potential employer that you can handle pressure and adapt to changing circumstances.
✨Highlight Problem-Solving Abilities
Problem-solving is key in this position. Think of specific examples where you've resolved customer issues efficiently. Discuss your thought process and the steps you took to ensure customer satisfaction, as this will illustrate your capability to take ownership of subscriber issues.
✨Emphasise Adaptability
In a fast-paced environment like the Financial Times, adaptability is crucial. Prepare to talk about how you've successfully managed multiple tasks or adapted to new priorities in previous roles. This will demonstrate your ability to thrive in a dynamic work setting.
