Customer Care Associate London, England
Job description
Location: Central London (Hybrid)
Salary: £26,625 per annum (rising to £27,840 on successful completion of probationary period) + monthly bonus capped at 15%.
Please note that all successful applicants will need to complete a DBS check.
About Us
The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more, and a career that can take you anywhere you want to go.
Our commitment to diversity and inclusion in the workplace
At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.
Role Overview
As a Customer Care Associate, you will be responding to all incoming queries from our B2C (business to consumer) subscribers across phone, live chat and email. You will also be responsible for delivering a personalised, interactive experience to help them take advantage of all the benefits of their subscription.
In return, you will gain exposure working as part of a global media brand in a growing digital age as well as gaining the opportunity to contribute to internal initiatives to continuously improve team performance.
We will provide training to become a subject matter expert on FT content and platforms, to have the ability to have expansive, personalised conversations with subscribers and to retain customers and encourage upselling.
Please note that the successful applicant must be willing to work Saturdays and Bank Holidays and that the role is based in London, UK.
What will I be responsible for?
- Providing an outstanding, personalised customer service whilst building rapport with subscribers and focusing on engaging them with FT content, acquisition, upselling and preventing cancellations.
- Communicating with all subscribers types, supporting requirements via phone, live chat and email.
- Taking ownership of subscriber issues, pursuing and ensuring resolution whilst keeping subscribers informed.
- Becoming a FT product, platform and content expert, communicating with empathy, authority and integrity.
- Meeting or beating personal CSAT, QA, cancellation save and contact quota targets.
- Upholding the Customer Care mission by providing exemplary service to our subscribers 100% of the time.
- Adhering to correct procedures and processes to ensure that Customers' data is secure and that the FT acts in their best interests.
- To act as the link between the Financial Times and B2C subscribers; i.e. to become a brand ambassador for the FT and to act as the voice of the customer.
- There will also be unique opportunities to meet our subscribers in person at events and to act as a representative of the FT brand.
What experience/skills do I need to be successful in this role?
- Superb communication skills - both written and verbal.
- Keen eye for detail and problem solving
- Resilience - able to have difficult conversations with customers and adapt to changes quickly.
- Excellent problem solving skills.
- Effective - can work quickly and accurately.
- Able to have engaging conversations and to communicate with empathy, integrity and authority.
- The ability to work well under pressure and juggle multiple tasks.
Previous experience in a customer facing role in a contact centre is preferable, but not essential. Prior experience retaining customers is also highly desirable but not essential.
hat's in it for you? Our Benefits
Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.
Further Information
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, [email protected] and a member of our team will be happy to help.
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