Job Description

• You will be defining the experience by working with clients and internal teams
• You should have a keen interest in investigation and problem solving.
• The right person will have great attention to detail and interest in helping our clients by providing excellent frontline support.
• Taking ownership for query analysis, investigating, and resolving client queries
• Managing query responses via telephone, email & internal systems ensuring SLAs are consistently achieved
• Analysis of statistical and production data to identify solutions to client issues
• Escalation of critical issues to management
• Assist in coaching and up skilling of team members as and when required
• This role will require the individual to provide bank holiday cover on an adhoc basis and may require the individual to provide evening and weekend cover on a rotating basis
• The individual will also be required to work alternate shifts between 8am and 6pm.

What we can offer you:

• Competitive salary
• Pension contribution of up 5%
• Health and Wellness Resource platform access for you and your family
• Life Insurance
• Private Medical Insurance
• Income Protection
• Enhanced Maternity, Paternity and adoption leave
• Living Proof Points Scheme – Get recognized by your colleague and spend your points at multiple high-street retailers.
• 22 days annual leave, increasing with length of tenure
• Cycle to work scheme
• Career development, training and professional qualification opportunities – we want to provide you with the tools to succeed and grow in your role

Required Knowledge, Skills, and Abilities

• Exceptional standard of communication skills, written (English) and telephone skills
• Client focused, with the ability to identify, empathize with and satisfy client needs
• Advanced problem-solving skills and proven ability to think logically
• Ability to schedule tasks in an effort to manage time and priorities
• Self-motivated with the ability to work on own initiative or as part of a team
• Ability to work under pressure to tight deadlines, with a drive and commitment to delivery
• PC literate (MS Office suite and SQL an advantage)
• Previous experience of working in a fast paced client focused environment (within payments industry - desirable)
• Evidence of previous troubleshooting experience