Job Purpose

The role of the Customer Service Manager is to manage our US Customer Service Operation, which includes support for the Financial Times newspaper in the US and support for the FT.com global help desk.  This includes liaising with our third party call-center and our regional customer service operations worldwide, supporting marketing and retention programs and working closely with our fulfillment, print and distribution operations to ensure a quality customer experience.

Main Duties and Responsibilities

Manage Departmental Performance

• Setting and meeting performance targets for efficiency, service, and quality control for the newspaper and the customer service operation.

Quality Control

• Responsible for designing and implementing process improvement methodologies.
• Call and email monitoring to assess quality, minimise errors, and track general performance.
• Recommend changes to products or services to fulfil customer needs.
• Liaise with 3^rd party partners to ensure that performance and quality of work meets agreed Key Performance Indicators. 

Communication & Reporting

• Maintain strong communication with all other departments at the Financial Times in the US, as well as our regional customer service teams worldwide, to ensure efficient and timely flow of information.
• Ensure that daily, weekly, and monthly reporting is completed in a timely manner.  Perform analysis where necessary and make recommendations based on findings.

Other

• Liaise with supervisors, operatives, and third party distributors and vendors to gather information and resolve issues. Handle the most complex customer complaints and inquiries effectively.
• Maintain up-to-date knowledge of industry standards and business developments.
• Troubleshoot and resolve non-routine customer complaints.

FT.com

• We provide worldwide customer service support for FT.com.  This includes management of our Retention Sales Team.  Need to ensure that we are operating efficiently, as well as meeting all our targets related to Key Performance Indicators and Sales. 

Qualifications / Competencies / Skills / Experience

Essential

·        Bachelor’s Degree – preferably in Marketing or Operations

·        3 - 4 + yrs Experience in managing Customer Service or Similar Operations related role

·        Commitment to delivering an excellent customer service experience

·        Vendor management experience including negotiation of commercial terms and performance levels.

·        Sound knowledge of the internet from a customer delivery perspective

·        Ability to communicate at all levels

·        Able to coach and transfer knowledge to increase the efficiency of the team overall

·        Ability to work independently and manage work loads effectively

·        Be pro-active and able to generate and implement ideas

·        Experience of subscriptions management and administration

·        Strong analytical, Microsoft Office, and report writing skills; the ability to interpret report data into meaningful conclusions and actions (make recommendations for the business)

·        Excellent presentation skills and strong knowledge of PowerPoint

Desirable

·        In depth knowledge of the internet from a technical perspective

·        Knowledge of newspaper and dot com fulfilment

The Financial Times is an equal opportunity employer.