Customer Care Associate, Financial Times

£28.1k

Salary rises to £29,390.69 on successful completion of probationary period + discretionary monthly bonus capped at 15%

Junior and Mid level

London

More information about location

2-3 days a week in office

Global business publication

Open for applications

Global business publication

1001+ employees

B2CB2BPublishingContentDigital MediaMedia

Open for applications

£28.1k

Salary rises to £29,390.69 on successful completion of probationary period + discretionary monthly bonus capped at 15%

Junior and Mid level

London

More information about location

2-3 days a week in office

1001+ employees

B2CB2BPublishingContentDigital MediaMedia

Company mission

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.

Job

Company

Role

Who you are

Superb communication skills - both written and verbal
A keen eye for detail
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
Able to adapt to different situations and be comfortable with changing priorities
Previous experience in an inbound contact centre is preferable. Previous customer service experience is essential
Please note that all successful applicants will need to complete a DBS check

What the job involves

This role offers an opportunity to candidates of any background to join a global media brand in an expanding digital age
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 goal is to empower you to engage in personalised conversations with subscribers
Our mission is to engage and retain our customers with FT products and services by delivering outstanding customer care 100% of the time
Your journey begins in our Contact Centre, but you'll communicate with other teams within Customer Care, to ensure we always meet our customers' needs
You will act as a 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 beating personal CSAT, QA, cancellation save and contact quota targets, and being recognised and rewarded for your achievements
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 - 18:00, Saturday 8:00-13:00)
You must be willing to work some Saturdays and Bank Holidays
Hybrid work (expected 2-3 days in the office. 4 days for 1st week of employment)

Salary benchmarks

Our take

Founded in 1888, the FT has grown into one of the world's biggest online and broadsheet economics and business news providers. It has a strong focus on financial journalism and economic analysis, and provides this essential analysis to companies and individuals across the world.

As well as economics and business, the FT also offers sections on opinion, life and arts, how to spend, and more. In 2022, six of its writers won awards in science, data and investment categories, illustrating the breadth and quality of the FT’s journalism.

The company adapts well to changes in the market to maintain its readership. For example, it recently launched a digital hub and weekly newsletter called Cryptofinance to shine a light on the digital asset industry and how innovations are rippling into mainstream finance.

The FT Group employs more than 2,300 people worldwide, including 700 journalists in 40 countries. It includes the FT, FT Specialist, and a number of services and joint ventures. FT's focus on providing impartial, high-quality content has gained it a record-paying readership of over a million, three-quarters of which are digital subscriptions.

Steph

Company Specialist at Welcome to the Jungle

Insights

52% female employees

23% employee growth in 12 months

Glassdoor (4.4)

Company

Company benefits

A range of training courses as well as confidential career coaching and mentoring
Flexibility - working from home, job sharing, compressed weeks, and flexible working hours
Enhanced parental leave, flexible leave allowance and paid volunteer leave
Pension contribution
Local health coverage plans
Gym memberships and healthcare schemes, professional counselling sessions, 24-hour employee wellbeing helpline, weekly meditation classes
Financial wellbeing products and services

Company values

Ambition
Curiosity
Integrity
Trust
Inclusion
Subscriber focus

Company HQ

City of London, London, UK

Articles

Six FT writers win awards for science, data and investment journalism

Financial Times launches Microsoft Teams app

Being a Principal Engineer in Customer Products at the FT

A new homepage for FT readers

Our hiring and selection process at the FT

Leadership

Jon Slade

(CEO)

Jon Slade became CEO in July 2025 after 20+ years at the FT. A key leader in its digital shift, he’s driven growth, social impact, and sustainability across the business.

Roula Khalaf

(Editor)

Following a degree at Columbia University and four years at Forbes, Khalaf joined the FT in 1995 as Associate Editor and Middle East Editor. Since January 2020, she has served as Editor.

Diversity, Equity & Inclusion at Financial Times

Rukasana Bhaijee (Head of Diversity & Inclusion)

D&I annual report
Reporting pay gaps
Next generation board
Employee networks, including Proud FT, FT Embrace, FT Women, FT Families, FT Sustainability, FT Mental Health and FT Access,

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