Customer Service Executive - FT Live (Events)

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. The role FT Live is the conferences and events division of the Financial Times and its group publications. Its mission is to bring global executive audiences the latest knowledge and opinion while creating opportunities for influential leaders to connect. Chaired by senior FT journalists, FT Live’s portfolio includes more than 250 events, strategic forums and digital webinars each year. These events bring together leading public- and private-sector decision-makers, visionaries and strategists for agenda-setting discussions on the defining issues facing global economies and industries. From distinctive audience experiences such as the FTWeekend Festival to senior-level business summits including the award-winning Global Boardroom, FT Live is one of the FT Group’s most successful and fastest-growing divisions. The Customer Service Executive will be the frontline representative of FT Live, responsible for delivering an outstanding customer experience to our event attendees. You will interact with clients on a daily basis, handling enquiries, resolving issues, and providing timely support. The role requires adherence to service level agreements (SLAs), ensuring that customer queries are resolved efficiently or escalated to the appropriate teams for prompt resolution. You will develop and maintain a strong understanding of the systems used to support customers, including but not limited to Bizzabo and Brella. In addition, you will liaise closely with the wider events team to support the smooth delivery and operation of projects, ensuring a seamless experience for both clients and stakeholders. Key responsibilities: Responding to customer emails and phone calls in accordance with SLA’s Supporting delegates through their booking process Processing cancellations & refunds Order reconciliation Liaising with customers and the finance department on account queries Raising inconsistencies and technical issues Ensuring compliance with GDPR, Trade Sanctions and VAT requirements Working with tech and IT for continuous system improvement This role will evolve to include closing sponsorship orders and various adhoc tasks following a system migration. Required skills and experience Minimum 2 years’ experience in a customer services or customer facing administrative environment Able to work with minimum supervision to strict deadlines and remain calm under pressure Ability to work across multiple systems whilst maintaining attention to detail Strong numerical skills Competent in processing large amounts of data quickly and accurately First-rate computer skills and competence within G Suite Proven ability to work well within a team Experience of working in a fast-paced environment Exceptional attention to detail Experience in planning and organisational skills Excellent and confident communicator to both an internal and external audience in oral and written communication Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously. Desirable Foreign language Strong affinity with digital systems and platforms Creative and innovative thinker Experience with using CRM and registration systems Behavioural Competencies Work well under pressure and to deadlines Customer first approach Strong attention to detail A willingness to travel/to work late Time management and prioritisation on projects Proactive and take initiative Able to challenge the status quo and seek continuous improvement What’s in it for you? Our benefits Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships 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]. Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.