Job Opportunities API

Job Title: 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 Please note that all successful applicants will be required to undergo a Basic DBS check. About us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. 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 within this role:  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) To be successful in this role, you’ll need to: 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, in