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- Tasks: Engage with subscribers, resolve queries, and deliver outstanding customer care.
- 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.
- Why this job: Kickstart your career in a dynamic environment with opportunities for personal development.
- Qualifications: Strong communication skills and previous customer service experience are essential.
- Other info: Hybrid work model with a supportive culture valuing diverse perspectives.
The predicted salary is between 28109 - 29390 £ per year.
Job Title: Customer Care Associate
Location: Central London (Hybrid)
Salary: £28,671 (rising to £29,979 after probation) + discretionary monthly bonus capped at 15%
Background Check: Basic DBS check required for all successful applicants.
Role Overview
Respond to all inbound queries/requests from subscribers across different channels. Train to become a subject matter expert on FT content and platforms, with opportunities for personal development and skill enhancement after probation.
Key Responsibilities
- Act as an FT ambassador, representing our values and upholding our mission.
- Communicate with all subscriber types via phone, live chat, and email.
- Take ownership of subscriber issues, pursue and ensure resolution while keeping subscribers informed.
- Meet or exceed personal CSAT, QA and efficiency targets (e.g. SLA, AHT).
- Promote and book appointments for subscriber acquisition and engagement.
- Manage a personal caseload of enquiries using Salesforce to track, progress and close cases accurately and efficiently.
- Follow procedures and processes to keep customer data secure and act in subscribers’ best interests.
- Contribute to internal initiatives to continuously improve team performance.
- Work full‑time, including shifts Monday‑Friday 7:00‑18:00 and Saturday 8:00‑13:00; willing to work some Saturdays and Bank Holidays.
- Hybrid work expectation: 2‑3 days in office.
Required Skills & Experience
- Confident and clear communication in spoken & written English.
- Strong attention to detail with accurate customer data handling.
- Calm, professional demeanor in challenging conversations, adapting approach to different customers.
- Independent problem‑solving with sound decision‑making to resolve issues and retain subscribers.
- Speed without sacrificing accuracy, multi‑tasking.
- Empathy, integrity, confidence; building trust and clearly explaining outcomes.
- Resilience under pressure, managing competing priorities in fast‑paced environment.
- Adaptability to change, new processes, priorities, or ways of working.
- Focus on subscriber retention, understanding needs and finding right outcomes.
Experience & Eligibility
- Previous customer service experience essential.
- Contact centre experience desirable but not essential.
- Legal right to work in the UK; no visa sponsorship.
- Role based in Central London office; regular on‑site attendance required.
Benefits
- 25 days annual leave, increasing to 30 days after two years.
- Competitive bonus program.
- Health insurance and mental health support.
- Enhanced parental leave.
- Subsidised gym membership.
- Dental plan.
- Generous pension contribution.
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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
Get to know the company inside out! Research the Financial Times, their values, and what they stand for. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with subscribers through various channels, it’s crucial to be clear and engaging. Try role-playing difficult customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your resilience and ability to handle tough conversations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Care Associate
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and don’t be afraid to share a bit about your interests or experiences that relate to customer care.
Tailor Your Application: Make sure to tailor your application to the Customer Care Associate role. Highlight your communication skills and any relevant experience in customer service. We love seeing how your background aligns with our mission at the FT!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Financial Times
✨Know the Company Inside Out
Before your interview, take some time to research the Financial Times. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Care Associate, communication is key. Prepare examples of how you've successfully handled customer queries in the past. Practice articulating your thoughts clearly and confidently, as this will be crucial during your interview.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved customer issues or adapted to challenging situations. Be ready to discuss these examples, highlighting your resilience and ability to think on your feet—qualities that are essential for this role.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and what success looks like in the role. This shows you're engaged and serious about contributing to the company.
