Customer Care Team Lead

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.

In this role you'll: 

• Leads the Tokyo Customer Care team delivering outstanding personalised interactions to increase subscriber engagement & retention

• Deliver customer care following agreed contact handling SLAs, quality targets, cancellation save rates and CSAT

• Continually seek to maximise efficiency and productivity by keeping scheduling and occupancy levels within agreed targets

• Be responsible for coaching, developing and motivating Customer Care Associates

• Ensure all CSAT commentary is actioned accordingly; following up on negative feedback and celebrating positive feedback

• Collaborate with the APAC regional leadership to devise and maintain motivating incentive schemes, inspiring the best behaviours and following the FT and Customer Care values 

• Ensure Training and Quality’s QA programme acts as the catalyst for Customer Care /Experience Executive development conversations, tracking improvements and prompting coaching accordingly

• Increase the effectiveness and efficiency of the existing Customer Care processes by proactively evaluating procedures to identify improvements and recommending the necessary changes to enhance CX

• Manage subscription agencies’ expectations through effective communication and proactively anticipate requirements ensuring that prior arrangements are followed through 

• Collaborate with other departments such as Marketing to promote the FT with 3rd parties (i.e. Business Satellite Japan)

What you'll need:

• Cultural Alignment - You know both the Asian/Japanese culture and the FT global culture, recognising key differences and understanding how to navigate the two to effectively drive action to address the needs of the customers, your team and the business.

• Language Skills - You have excellent spoken and written English and native Japanese.

• Open Communication - You can convey thoughts clearly, listening attentively and asking questions for clarification and understanding.

• Collaboration and Teamwork - You can work with, engage, persuade and inspire others to deliver results, meaningfully contributing to the team, prioritising group needs over individual needs, and convincing to try new ideas and approach.
• Commitment to Results - You consistently achieve or exceed the desired result, demonstrating high performance, and challenging self and others to deliver.

• Customer Focus - You demonstrate a desire to help customers meet their needs proactively.

• Perseverance - You pursue everything with energy, drive, and a need to finish, and don’t give up easily.

• Problem Solving - You have an organised and logical approach to finding solutions to complex problems and look beyond the obvious to understand the root causes.

• Self Development - You are personally committed to and actively works to continuously improve.

• Initiative - You don’t wait to be told what to do, can self-manage and meet regular deadlines, and know when to escalate issues to senior management and other teams.

Who you are:

• Ambitious and Tenacious. You aim to be the best, are determined to succeed, and you are motivated by the success of our customers, colleagues and the community.

• Curious. You are always learning and seeking ways to make things better and open to testing new ideas.

• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity and are not afraid to get your hands dirty when needed.

• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

• Receptive to feedback. You are open to both giving and embracing constructive criticisms and treat feedback as a gift.

What’s in it for you? Our benefits

Our benefits vary by location, we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available here.

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.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

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 [email protected] and a member of our team will be happy to help.

Further information

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.

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.

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 [email protected]. 

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