Customer Engagement Representative

3 weeks ago

london city of london, United Kingdom Financial Times Full time
Company Overview:

Department: Customer Support

Location: London (Hybrid)

Reports To: Subscriber Engagement Team Leader

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

About Us

At the Financial Times, we are dedicated to delivering high-quality, independent information and services to individuals and businesses globally. We believe in empowering our diverse and talented workforce, fostering a culture that values curiosity and rewards innovative thinking.

Our team is as varied as the audiences we serve; together, we strive to keep our audience well-informed and help them navigate the complexities of the world. This is a role that has never been more crucial and a career path that can lead you anywhere you aspire to go.

Position Overview:

Role Summary

This position presents an opportunity for candidates from all backgrounds to join a renowned media organization in a rapidly evolving digital landscape.

The Subscriber Engagement Team is an integral component of the FT Customer Support strategy. We are excited to offer a role where you will engage directly with subscribers, providing a tailored experience that enables them to fully leverage the advantages of their subscription. This includes aligning customers with the most suitable subscription products and fostering long-term loyalty and retention.

We will equip you with the necessary training to become a knowledgeable expert on FT content and platforms, allowing you to engage meaningfully with our customers. After successfully completing the probationary period, we will continue to support your professional growth and dedicate time to your personal development.

Key Responsibilities:
  • Connect with FT subscribers across various levels of seniority from diverse industries through outbound calls, maintaining a customer-focused approach.
  • Assist FT readers in maximizing the advantages of our digital offerings by aligning their interests with relevant content, tools, and features, ensuring they are on the ideal subscription plan to suit their needs.
  • Exhibit resilience by maintaining a positive demeanor during outbound calls, demonstrating self-motivation and organization to manage a high volume of leads weekly.
  • Become a subject matter expert on content, tools, and features across all FT platforms, which includes daily engagement with FT content and utilizing available resources to stay updated on new product features, popular content, and regional trends.
  • Effectively promote and secure appointments for in-depth consultations with Subscriber Engagement Specialists.
  • Contribute to identifying product enhancement opportunities by gathering customer insights and collaborating with various teams to drive potential improvements.
  • Take responsibility for your performance against Key Performance Indicators, including contact rates, call acceptance rates, appointment conversion rates, customer satisfaction, and retention.
Qualifications:

What skills and experience are essential for success in this role?

  • Candidates should possess customer-facing experience, with a preference for those with outbound calling experience, such as sales or cold calling.
  • Ability to engage in meaningful conversations, ask insightful questions, and persuade effectively over the phone.
  • Strong time management skills to meet regular deadlines.
  • Excellent verbal and written communication abilities.
  • Active listening skills and a keen attention to detail.
  • A genuine passion for enhancing customer experiences.
  • An interest in reading FT content or similar materials.

What We Offer:

Our benefits vary by location, but we are committed to providing top-tier perks across all our offices.

Our benefits package includes:

  • 25 days of annual leave, increasing to 30 days after two years with the company.
  • Competitive bonus program.
  • Health insurance and mental health support.
  • Enhanced parental leave.
  • Subsidized gym membership.
  • Dental plan.
  • Generous pension contribution.

For complete details on our benefits, please refer to our official resources.

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