Customer Care Associate

• 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
• 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
• 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
• Hybrid work (expected 2-3 days in the office)

• Communicate confidently and clearly in spoken and written English
• Pay close attention to detail
• Stay calm and professional in challenging conversations
• Solve problems independently
• Work quickly without losing accuracy
• Communicate with empathy, integrity and confidence
• Work well under pressure
• Adapt easily to change
• Focus on retaining subscribers
• 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
• This role is based in our central London office and requires regular on-site attendance

Previous experience in a contact centre

• 25 days of annual leave, rising to 30 days after two years in the company
• Competitive bonus program
• Health insurance and mental health support
• Enhanced parental leave
• Subsidised gym membership
• Dental plan
• Generous pension contribution
• Discretionary monthly bonus capped at 15%