Department: Customer Care

Location: London (Hybrid)

Responsible To: Subscriber Engagement Team Leader

Salary: £26,625 + commission of up to 12.5% of monthly salary.

 

About us

At the FT, we're on an unwavering mission to provide quality, independent information and services to individuals and businesses worldwide. To fulfil this aim, we empower our diverse and talented team. We promote a culture that values curiosity and rewards smart, ambitious thinking.

Like the audiences we serve, no two FT people are the same; 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.


 Role Overview

This role offers candidates of any background an opportunity to join a global media brand in an expanding digital age.

The Subscriber Engagement Team is a developing part of the FT Customer Care strategy. We have an exciting opportunity where you will talk directly to subscribers and deliver a personalised experience to help them take advantage of the benefits of their subscription, including rightsizing customers onto the best subscription product for them, and driving long-term retention, habits and loyalty. 

We will provide training for you to become a subject matter expert on FT content and platforms, enabling you to have engaging conversations with our customers. Upon passing the probationary period, we’ll continue to enhance your skills and provide time dedicated to your personal development. 

Key responsibilities in this role:

  • Engage FT subscribers globally at all levels of seniority from a broad range of industries and sectors and engage subscribers with products and services via outbound calls, with a customer-centric approach.

  • Help FT readers maximise the benefits of our digital products and demonstrate the value of the FT by matching interests to content, tools, and features and helping to ensure they are on the appropriate subscription package to meet their needs. 

  • Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and organised, to complete a high volume of leads weekly.

  • Become a subject matter expert for content, tools and features on all FT platforms. This includes daily reading of FT content and utilizing available resources to keep on top of new product features, most read content and regional trends.

  • Effectively promote and secure appointment bookings for in-depth consultations with Subscriber Engagement Specialists.  

  • Help to identify product improvement opportunities by capturing customer insights to collaborate with different teams to drive potential change.

  • Be accountable for your performance against Key Performance Indicators including contact rates, call acceptance rates, appointment conversion rates, CSAT and retention. 

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

  • Candidates must have customer-facing experience. Experience in outbound calling e.g. sales, cold calls, is highly desirable.

  • Able to have engaging conversations, ask probing questions and persuade on the phone

  • 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


 What’s in it for you?

Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices.

Our benefits package includes:

  • 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.

Full details of our benefits can be found here.

What to expect from the recruitment process:

The selection process begins with a brief introductory call with our dedicated Talent team, who will provide consistent updates throughout your journey. Candidates who progress past this stage will attend a competency-based interview with the Subscriber Engagement Team Leader and Senior Specialist. 

In the final stage, candidates will be asked to do a brief mock call and have the opportunity to meet the Head of Americas and Subscriber Engagement.

We are committed to accommodating your needs during the recruitment process. 

Further information

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.

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 talent@ft.com and a member of our team will be happy to help.

Please note that all applications are reviewed by our team, without the use of AI.#

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