Customer Care Associate
Location: Central London (Hybrid)
Salary: £31,538 (rising to £32,976 on successful completion of probationary period) + discretionary monthly bonus capped at 15%
Start Date: Tuesday 18th August 2026
Basic DBS check: All successful applicants will be required to undergo a Basic DBS check.
Our commitment to diversity, equity and inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
Role Overview
As a Customer Care Associate, you will respond to all inbound queries/requests from our subscribers across different channels. We will provide training for you to become a subject matter expert on FT content and platforms. Upon passing the probationary period, we’ll continue to enhance your skills and provide time dedicated to your personal development.
Our mission is to engage and retain our customers with FT products and services by delivering outstanding customer care 100% of the time. To help you achieve this, we will empower you to engage in personalised conversations with subscribers.
Key Responsibilities
- You will act as an FT ambassador, representing our values and upholding our mission
- Communicating with all subscriber types, through phone, live chat and email
- Taking ownership of subscriber issues, pursuing and ensuring resolution whilst keeping subscribers informed
- Meeting or exceeding personal CSAT, QA and efficiency targets (e.g. SLA, AHT, etc), with performance recognised and rewarded.
- Promoting and booking appointments related to subscriber acquisition and subscriber engagement
- Managing a personal caseload of customer enquiries, using Salesforce to track, progress and close cases accurately and efficiently
- Keeping to correct procedures and processes to ensure that customer data is secure and that the FT acts in their best interests
- Contributing to internal initiatives to continuously improve team performance
- Working full‑time, and in shifts (Monday‑Friday between 7:00 and 19:00)
- You must be willing to work some Bank Holidays
- Please note that shift patterns are subject to change due to operational needs.
- Hybrid work (50% in office and 50% working from home)
Qualifications
- Communicate confidently and clearly in spoken and written English, as you’ll be speaking to subscribers and responding to written queries every day
- Pay close attention to detail, ensuring customer information and actions are accurate
- Stay calm and professional in challenging conversations, adapting your approach to different customers and situations
- Solve problems independently, making sound decisions to resolve issues and retain subscribers
- Work quickly without losing accuracy, even when handling multiple tasks at once
- Communicate with empathy, integrity and confidence, building trust while clearly explaining outcomes
- Work well under pressure, managing competing priorities in a fast‑paced environment
- Adapt easily to change, including new processes, priorities or ways of working
- Focus on retaining subscribers, understanding their needs and finding the right outcome for them
Experience & Eligibility
- Previous customer service experience is essential
- Previous experience in a contact centre is desirable, but not essential
- You must have the legal right to work in the UK
- We are unable to offer visa sponsorship for this role
- This role is based in our central London office and requires regular on‑site attendance
Benefits
Our benefits vary by location but we are committed to providing best‑in‑class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.
We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.
Accessibility
We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation 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 talent@ft.com and a member of our team will be happy to help.
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