Why did you join the FT? Tell me a bit about your journey to get here.

After graduating from University I was unsure of what I wanted to do but I always found myself gravitating towards customer service. I previously worked as a customer experience trainer in PWR Events and as a call handler team leader in Test and Trace. 

I saw that the FT was hiring in their Customer Care department and decided to apply. Surprisingly, the whole process was seamless; it was one of the best I’ve experienced. Throughout the process, I was made to feel comfortable and everything seemed so easy, it was refreshing!

Describe a typical day in your role/department?

I work on a mixture of channels including emails, phone calls and live chat. A significant portion of the role involves managing subscriptions and assisting customers with their accounts including renewals, upgrades and cancellations. 

Each agent has their own case queues which they are responsible for responding to and resolving in a timely manner and ensuring each customer has left the interaction satisfied. I’ve been working this role for over a year now and I still get asked questions I’ve never had before.

What has surprised you most about working at the FT?

I think how diverse and multicultural the workforce is - working at the FT you’ll meet people from all walks of life and backgrounds. It’s an inclusive environment where you’re encouraged to express yourself; fostering a strong sense of comfort and belonging.

How has the FT helped you develop or progress in your role or in your career?

Upon joining the FT, I was given a 9-week training programme to ensure that I was equipped with all of the skills and knowledge I needed to confidently interact with customers. I now have regular 1-to-1 coaching sessions with my Team Leader who has mentored me and further developed my skill set. With anything, there is always room for improvement and I am grateful for all of the encouragement, support and feedback I receive to aid in my development.

The FT's values are Ambition, Inclusion, Integrity, Curiosity, Trust and Subscriber Focused. In relation to your role at the FT which of these values speaks to you most and why?

At Customer Care, it wouldn’t feel right picking anything other than ‘Subscriber Focused’. We are essentially the face of the FT so it's vital that we make a lasting impression. Our department is built around interacting with subscribers with our mission being “to provide outstanding customer care 100% of the time”. Subscribers are what make the FT and it is essential that they leave each interaction feeling valued.