Event Customer Experience Executive

The Financial Times is one of the worlds leading news organisations globally recognised for its authority integrity and accuracy with a mission to deliver quality information and services worldwide.

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About FT Live

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 Lives 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 Groups most successful and fastest-growing divisions.

The role

As a Customer Experience Executive supporting FT Lives global events youll be responsible for delivering an exceptional delegate experience throughout the customer journey. Youll provide high-quality customer support primarily through email and phone helping delegates with event registrations bookings confirmations payments refunds and event-related enquiries.

This role will work closely with our Events Finance and Technology teams to resolve issues and ensure a seamless experience for attendees.

Key responsibilities:

• Responding to customer emails and phone calls in accordance with SLAs
• 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.
• Exceptional written English with the ability to communicate clearly accurately and professionally across a range of audiences.

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

Whats 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.

Weve 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 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 .

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