Customer Care Associate

As a Customer Care Associate for the Financial Times, you will be responsible for providing outstanding, personalized customer service to B2C subscribers. This includes responding to queries via phone, live chat, and email, as well as building rapport and engaging subscribers with FT content. You will also have the opportunity to become a subject matter expert on FT products and platforms, with the goal of retaining customers and encouraging upselling. Additionally, you will be expected to meet or exceed targets for customer satisfaction, issue resolution, and contact quotas. This role offers the chance to work for a global media brand and contribute to initiatives aimed at improving team performance.

• Providing outstanding, personalized customer service to B2C subscribers
• Building rapport with subscribers and engaging them with FT content
• Communicating with subscribers via phone, live chat, and email
• Taking ownership of subscriber issues and ensuring resolution
• Becoming a subject matter expert on FT product, platform, and content
• Meeting or exceeding personal targets for customer satisfaction, quality assurance, cancellation save, and contact quota
• Upholding the Customer Care mission by providing exemplary service at all times
• Adhering to procedures and processes to ensure customer data security and act in their best interests
• Acting as a brand ambassador for the FT and the voice of the customer
• Representing the FT brand at events and meeting subscribers in person

• Providing outstanding, personalized customer service
• Building rapport with subscribers and engaging them with FT content
• Communicating with subscribers via phone, live chat, and email
• Taking ownership of subscriber issues and ensuring resolution
• Becoming a subject matter expert on FT product, platform, and content
• Meeting or exceeding personal targets for customer satisfaction, quality assurance, cancellation save, and contact quota
• Upholding the Customer Care mission by providing exemplary service at all times
• Adhering to procedures and processes to ensure customer data security and act in their best interests
• Acting as a brand ambassador for the FT and the voice of the customer
• Willingness to work Saturdays and Bank Holidays
• Based in London, UK

• Generous annual leave allowances
• Flexible working, including working from home
• Medical cover
• Enhanced maternity and paternity packages
• Subsidized gym memberships
• Giving Back opportunities