Location
Central London (Hybrid - 50% in office, 50% working from home)

Hours
Full Time, Monday to Friday, shifts between 7:00 and 19:00. Some Bank Holidays required. Shift patterns subject to change due to operational needs.

Salary
£31,538 rising to £32,976 on successful completion of probationary period + discretionary monthly bonus capped at 15%

About the Role
As a Customer Care Associate at the Financial Times, you will be the first point of contact for subscribers, responding to inbound queries across phone, live chat, and email. You will receive comprehensive training to become a subject matter expert on FT content and platforms. After probation, ongoing personal development will be supported to enhance your skills.

Your mission is to engage and retain customers by delivering outstanding, personalised customer care 100% of the time. You will act as an FT ambassador, representing the organisation’s values and mission.

Key responsibilities include:
- Communicating with all subscriber types and managing a personal caseload using Salesforce
- Taking ownership of subscriber issues and ensuring timely resolution
- Meeting or exceeding personal CSAT, QA, and efficiency targets
- Promoting and booking appointments related to subscriber acquisition and engagement
- Adhering to procedures to keep customer data secure and acting in customers’ best interests
- Contributing to team initiatives to improve performance

The role offers a hybrid working model to balance flexibility with collaboration and team cohesion.

Experience
Previous customer service experience is essential. Contact centre experience is desirable but not required.

About you
You communicate confidently and clearly in spoken and written English. You pay close attention to detail and stay calm and professional in challenging situations. You can solve problems independently, work quickly without losing accuracy, and manage competing priorities in a fast-paced environment. You demonstrate empathy, integrity, and confidence, building trust with customers. You adapt easily to change and focus on retaining subscribers by understanding their needs and finding the right outcomes.

Qualifications
You must have the legal right to work in the UK. Visa sponsorship is not available for this role. Successful applicants will be required to undergo a Basic DBS check.