Customer Experience Associate - Fixed term Contract

About The Role

&lt;h1&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;About us&lt;/span&gt;&lt;/h1&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;em&gt;Build a newsworthy career at the FT.&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Our commitment to diversity, equity and inclusion&lt;/span&gt;&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;The role&amp;nbsp;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;The Financial Times is a leading publisher read by 2 million people every day. The global Subscriber Engagement Team is a critical function within the Customer Experience &amp;amp; Lifecycle Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity. In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps them take full advantage of the benefits of their subscription with the FT. 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.&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;Key responsibilities&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to inform subscribers of products and services via outbound engagement calls with a customer centric approach.&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Help FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app. Asking probing questions to effectively match their interests to content, tools, features and services available on&lt;a href=&quot;http://ft.com&quot;&gt; FT.com&lt;/a&gt;.&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Proactively develop knowledge of content, tools, features and live events, on all FT platforms. This includes regularly reading and listening to the FT, to understand core content and journalists.&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis.&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Be adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy.&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement &amp;amp; retention impact.&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Input customer feedback following all outbound calls to support the voice of the customer program.&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Effectively promote and secure appointment bookings for in-depth consultations with FT Specialists.&amp;nbsp;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;Required skills and experience&amp;nbsp;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Candidates must have some customer-facing experience e.g. basic sales, cold calls, is desirable&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Ability to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Lead with curiosity - confidently and skillfully asking questions and demonstrating active listening&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Ability to self-manage time according to regular deadlines&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Excellent verbal and written communication skills&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;A passion for customer experience&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Enjoys reading FT content or similar content&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;What’s in it for you? Our benefits&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available &lt;a href=&quot;https://aboutus.ft.com/careers/benefits&quot;&gt;here.&lt;/a&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;Accessibility&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;We are a disability confident employer and Valuable 500 signatory.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Please let us know if you require any reasonable adjustments/personalisation 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, email &lt;a href=&quot;https://mail.google.com/mail/?view=cm&amp;amp;fs=1&amp;amp;tf=1&amp;amp;to=[email hidden]&quot;&gt;[email hidden]&lt;/a&gt; and a member of our team will be happy to help.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;Further information&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact &lt;a href=&quot;mailto:[email hidden]&quot;&gt;[email hidden]&lt;/a&gt;.&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt; font-family: arial, helvetica, sans-serif;&quot;&gt;&lt;strong&gt;&lt;em&gt;Interested in the FT but don’t see the right role yet? Join our &lt;/em&gt;&lt;/strong&gt;&lt;a href=&quot;https://aboutus.ft.com/careers/stay-connected&quot;&gt;&lt;strong&gt;&lt;em&gt;Talent Community&lt;/em&gt;&lt;/strong&gt;&lt;/a&gt;&lt;strong&gt;&lt;em&gt; to receive exclusive updates, featured jobs, and insights into working at the FT.&lt;/em&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;