Customer Care Talent Specialist

About Us:

 

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

 

Our commitment to diversity and inclusion in the workplace:

 

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

 

The FT prides itself on delivering outstanding, proactive, and engaging customer service to its global readership. To achieve this, our Customer Care teams must attract, develop, and retain exceptional talent. As a Talent Specialist, you will work with the APAC Customer Care leadership team, the Talent Acquisition team in Asia, the Talent Manager in London, and FT Learning & Development to build and sustain a high-performing team in Manila and Tokyo.

 

The Customer Care Talent Specialist role focuses on managing the entire employee lifecycle, enhancing employee engagement and experience, and partnering with cross-functional teams to drive initiatives that strengthen our talent strategy. You will play a key role in recruitment, employee engagement, and talent development to ensure the Customer Care team continues to deliver on its mission: To engage and retain our customers with FT products and services by providing an outstanding Customer Care experience 100% of the time.

Responsibilities:

• Maintain a deep understanding of the FT’s business and Customer Care objectives to tailor recruitment and retention strategies, collaborating with Customer Care leadership, regional HR, Learning & Development, and Brand/Communications teams to align talent initiatives with organisational goals.
• Stay informed on industry trends and practices to ensure the FT remains competitive in attracting and retaining top talent.
• Oversee the end-to-end recruitment process, including sourcing, pre-screening, interviewing, and facilitating feedback.
• Build and maintain a diverse pipeline of talent through employee referrals and proactive candidate sourcing via LinkedIn and other platforms.
• Develop and execute creative recruitment strategies aligned with business needs, incorporating diversity and inclusion principles.
• Partner with leadership and the Workforce Management team to forecast headcount and ensure timely hiring for Manila and Tokyo teams.
• Create and share content to promote the Customer Care employer value proposition on social media and other channels.
• Manage recruitment metrics and evaluate outcomes to drive improvements, with regular progress reports to the Head of APAC Customer Care and the Talent Manager in London.
• Organise team recognition programmes, incentives, and social events to foster engagement and motivation.
• Lead global initiatives like Customer Services Week and local events such as the Manila Summer Away Day, ensuring impactful execution.
• Design and implement reward and recognition programmes to boost employee satisfaction.
• Act as a central point for team communication and coordinate engagement-related updates and activities.
• Oversee pre-onboarding and onboarding processes for new hires in Manila and Tokyo, ensuring a smooth integration into the team.
• Work with Customer Care Training, HR/Learning & Development, and other teams in Manila and Tokyo to define career paths and upskilling opportunities within Customer Care and across the FT.
• Foster employee growth and ensure business continuity through development initiatives and support for succession planning.

Core Competencies:

• Communication: Exceptional written and verbal communication skills.
• Relationship Building: Strong rapport-building skills with candidates and stakeholders.
• Collaboration: Proven ability to work across teams and locations effectively.
• Organisation: Ability to prioritise tasks, manage high workloads, and juggle competing deadlines.
• Creativity: Ability to design and execute engagement and talent acquisition campaigns.
• Problem Solving: Analytical mindset with excellent decision-making skills.
• Adaptability: Resilient and flexible, thriving in a fast-changing environment.
• Attention to Detail: A keen eye for detail and commitment to delivering quality outcomes.

Customer Care Values 

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results driven approach so that we deliver the right outcomes for our customers and for the FT.

 

What’s in it for you? Our Benefits:

 

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

 

Further Information:

 

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments 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, please contact a member of our HR team who will be happy to help.