About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.


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

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 care to its readers.


The Subscriber Engagement Team is a developing part of the FT Customer Care strategy and we have an exciting opportunity where you will talk directly to subscribers and deliver a personalised, interactive experience to help them take advantage of the benefits of their subscription. 


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. 


In this role you will work to the following outcomes:

  • Engage FT subscribers globally at all levels of seniority from a broad range of industries and sectors and inform subscribers of products and services via outbound engagement calls, with a customer centric approach.
  • Help FT readers maximise the benefits of their subscription and demonstrate the value of the FT by matching interests and requirements to content, tools and features.
  • Demonstrate resilience by having a positive attitude when making outbound calls, adapting to change within outbound campaigns, and being self-motivated. This includes saving any subscribers wishing to cancel by handling customer objections positively.
  • Conduct research using multiple platforms to help prepare for the outbound customer calls, this can include understanding FT’s most read content and subscriber behaviours.
  • Be responsible for delivering a range of projects on a regular basis to support the FT’s efforts to better understand the voice of the customer and creatively present analysis and customer feedback trends to key stakeholders across the business, including Editorial and Product teams.  
  • Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.
  • Become a subject matter expert for content, tools and features on all FT platforms.
  • Effectively share best practices, experiences, and research findings with colleagues, to help shape future customer conversations and outbound call campaigns.
  • Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact. 


What experience/skills do I need to be successful in this role? 

  • 2+ years of experience in a customer facing role (preferably with a call centre or customer experience role)
  • The ability to verbally engage, interact by asking questions and persuade on the phone
  • Have a data-driven mindset
  • Ability to self-manage time according to regular deadlines
  • Excellent verbal and written communication skills
  • Active listening skills and attention to detail
  • A passion for customer experience 
  • Enjoys reading FT content or similar content


We would provide training:

  • To become a subject matter expert on FT content and platforms
  • To enable expansive, personalised conversations with subscribers
  • To retain customers and encourage upselling


What’s in it for you? FT Culture & Benefits

As an FT employee, you can expect:

  • Generous paid time off including vacation, personal days, sick days
  • Comprehensive health, vision, dental, and life & disability insurance for employees and their families
  • Competitive 401k and company match, Flexible Spending Account (FSA) and commuter benefits 
  • Paid parental leave (maternity & paternity) 
  • Flexible and Hybrid working 
  • Other great perks such as summer Friday’s, volunteer days and in-office events
  • Employee Resource Groups which promote and celebrate diversity and inclusion in the workplace by connecting, engaging and empowering individuals across the organisation 


Here at the FT, we encourage you to bring your whole self to work. We know our most valuable resources are our people, we embrace the unique skills, experiences, and perspectives that each of our employees brings with them --  it’s what helps us build a great product and even better teams. 

We welcome all members of the community to apply regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Learn more about our benefits and commitment to inclusion


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, medical cover, and enhanced maternity & paternity packages. Full details of our benefits can be found here.

Further information
Candidates should be aware that new employees will be required to be vaccinated by their start date, meaning they have received all of the recommended doses for either a one dose or two dose COVID-19 vaccine, and provide proof of vaccination status (e.g. CDC COVID-19 Vaccination Record Card) , which will be kept confidential. We are an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company.

At the FT, we know our most valuable resources are our people and we embrace our employees’ unique skills, experiences, and perspectives. We are committed to providing an inclusive working environment for all. We are an equal opportunities employer that seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, veteran status, 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. We aim to treat all employees in a fair and consistent manner, promote good working relationships to encourage high standards of conduct and performance within a work environment free from harassment, bullying, and discrimination. 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.



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