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 work 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 multiple channels including 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 and skill enhancement will be provided. Your mission is to engage and retain customers by delivering outstanding, personalised customer care consistently. You will act as an FT ambassador, representing the organisation’s values and mission, managing a personal caseload using Salesforce, and ensuring subscriber issues are resolved efficiently while maintaining data security and compliance. You will also contribute to continuous team performance improvements and support subscriber acquisition and engagement initiatives.

About Us
The Financial Times is a globally recognised news organisation known for authority, integrity and accuracy. We foster a warm, collaborative culture where curiosity and ambitious thinking are rewarded. Our diverse community supports your growth, career aspirations and wellbeing. We are committed to diversity, equity and inclusion, ensuring all voices are heard, respected and valued in a supportive workplace.

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 maintain accuracy under pressure. You stay calm and professional in challenging conversations, adapting your approach to different customers. You solve problems independently and make sound decisions to retain subscribers. You work efficiently without sacrificing accuracy, manage competing priorities in a fast-paced environment, and adapt easily to change. You communicate with empathy, integrity and confidence, building trust while clearly explaining outcomes. You focus on understanding subscriber needs and finding the right solutions.

Qualifications
You must have the legal right to work in the UK. We are unable to offer visa sponsorship for this role. All successful applicants will be required to undergo a Basic DBS check. Regular on-site attendance at our central London office is required.