At a Glance
- Tasks: Engage with subscribers, resolve queries, and promote FT products through various channels.
- Company: Join the Financial Times, a leader in independent information and services.
- Benefits: Competitive salary, health insurance, 25 days leave, and gym membership.
- Other info: Hybrid work model with opportunities for personal development and career growth.
- Why this job: Be an FT ambassador and make a real impact on customer satisfaction.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 31538 - 32976 £ per year.
Location: Central London (Hybrid)
Salary: £31,538 (rising to £32,976 on successful completion of probationary period) + discretionary monthly bonus capped at 15%.
Start Date: Tuesday 18th August 2026
Please note that all successful applicants will be required to undergo a Basic 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
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. Our mission is to engage and retain our customers with FT products and services by delivering outstanding customer care 100% of the time.
Key responsibilities within this role:
- You will act as an 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 exceeding personal CSAT, QA and efficiency targets (e.g. SLA, AHT, etc), with performance recognised and rewarded.
- Promoting and booking appointments related to subscriber acquisition and subscriber engagement.
- Managing a personal caseload of customer enquiries, using Salesforce to track, progress and close cases accurately and efficiently.
- 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 and 19:00). You must be willing to work some Bank Holidays.
To be successful in this role, you’ll need to:
- Communicate confidently and clearly in spoken and written English.
- Pay close attention to detail, ensuring customer information and actions are accurate.
- Stay calm and professional in challenging conversations, adapting your approach to different customers and situations.
- Solve problems independently, making sound decisions to resolve issues and retain subscribers.
- Work quickly without losing accuracy, even when handling multiple tasks at once.
- Communicate with empathy, integrity and confidence, building trust while clearly explaining outcomes.
- Work well under pressure, managing competing priorities in a fast-paced environment.
- Adapt easily to change, including new processes, priorities or ways of working.
- Focus on retaining subscribers, understanding their needs and finding the right outcome for them.
Experience & eligibility
- Previous customer service experience is essential.
- Previous experience in a contact centre is desirable, but not essential.
- You must have the legal right to work in the UK. We are unable to offer visa sponsorship for this role.
- This role is based in our central London office and requires regular on-site attendance.
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.
Customer Care Associate London employer: Financial Times group
At the Financial Times, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Central London. As a Customer Care Associate, you'll benefit from comprehensive training, personal development opportunities, and a supportive environment that values your contributions. With competitive salaries, generous annual leave, and a commitment to employee well-being, we empower our team to thrive both professionally and personally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Associate London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Financial Times group. 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 Financial Times group 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 London
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 Financial Times group:Your cover letter is your chance to shine! Tell us why you want to work at Financial Times group 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 Financial Times group!
How to prepare for a job interview at Financial Times group
✨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.
