At a Glance
- Tasks: Engage with subscribers, resolving queries via phone, chat, and email.
- Company: Join the Financial Times, a global media brand with a mission to inform.
- Benefits: Enjoy 25 days annual leave, health insurance, and a competitive bonus programme.
- Other info: Hybrid work model with opportunities for personal development and career growth.
- Why this job: Be part of a diverse team making a real impact in customer care.
- Qualifications: Strong communication skills and previous customer service experience required.
The predicted salary is between 28109 - 28109 £ 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. 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 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.
- 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:
- 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.
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, contact talent@ft.com and a member of our team will be happy to help.
Customer Care Associate employer: Dormont Manufacturing Co
The Financial Times is an exceptional employer, offering a vibrant work culture in the heart of Central London that values diversity and empowers employees to reach their full potential. As a Customer Care Associate, you will benefit from comprehensive training, generous annual leave, and a competitive bonus programme, all while being part of a team that prioritises personal development and outstanding customer service. With a commitment to inclusivity and employee well-being, the FT provides a supportive environment where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
