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 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 give all employees 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. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups. 

About the role:

The Financial Times is a leading publisher read by 2 million people every day. The FT prides itself on delivering outstanding, proactive and engaging customer service to its readers. We have an exciting opportunity with our Customer Care team where you will interact directly with subscribers and deliver a personalised, interactive experience to help them take advantage of all the benefits of their subscription. You will love this role if you get your motivation by helping others, solving problems and creating long-term customer relationships. You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience. 

Responsibilities and goals you’ll own

• Process subscription queries and orders made via subscription websites, online form and email.
• Maintain good working relationship with distributors & subs-agents and ensure that the new orders and renewals are followed up appropriately.
• Respond to agency and internal client queries, requests and concerns in a timely manner, ensuring that emails are attended to and provided with complete, accurate and appropriate responses at all times.
• Provide clear information and/or instructions to internal clients and agencies regarding their requests and queries
• Address all internal clients and agency customers professionally, cordially and civilly at all times
• Identify and escalate problems affecting a number of internal clients or agencies or influencing the timely resolution of one agency’s enquiry and continuous delivery of back-office and administrative tasks
• Communicate, coordinate, and follow up with necessary internally facing teams, particularly for fulfilment issues
• Monitor, manage and distribute cases in the Hub queue to the appropriate queues of the resolving teams
• Maintain strict operating standards, accurate data management, and client confidentiality
• Prepare, analyse, and complete processes and/or operational reports as part of the general tasks assigned to the team for submission to specific internal clients or agencies
• Report to the B2C Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support team
• Provide daily and weekly operational and status reports to B2C Operations Support Team Leader and/or CS Operations Manager to show productivity and efficiency performance records through SLA’s and KPI’s reports in Salesforce
• Deliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritised
• Provide assistance on long and short term projects from marketing and finance teams other ad hoc back-office projects providing regular updates on progress made.

Experience/skills needed to be successful in this role

• Candidate must possess at least Vocational/Bachelor's/College Degree from any field
• Open to fresh graduates and experienced professionals. For candidates with previous employment experience, we value a stable work history, ideally with at least one year of tenure in a role
• Excellent command of both spoken & written English
• Results-oriented, customer-focused, customer focused and strong attention to detail
• Strong organizational skills

Customer Care Values 

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open-minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results-driven approach so that we deliver the right outcomes for our customers and for the FT.

What’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, flexible working (including working from home), health coverage (medical & dental), company match and enhanced family leave packages. 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, please contact a member of our HR team, who will be happy to help.