Senior Representative, Contact Center

Senior Representative, Contact Center

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

We’re Vocalink, a Mastercard company. Our technology powers the UK’s real‑time payments, settlements, direct debit systems as well as a network of over 55,000 ATMs. We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits.

In 2017, we became part of the Mastercard family, joining the most widely recognised and respected companies in the world. Together, we’re making payments simpler and smarter.

The Customer Contact Centre is open 24×7×365 supporting our customers that range from internal colleagues, high‑street banks, payment schemes and ATM operators.

We’re based on the outskirts of the spa town Harrogate with secure parking. We’ve got a subsidised café on site, free tea, bean‑to‑cup coffee, a prayer room, bike storage, outdoor seating, E‑V charging and shower facilities.

What you’ll do

• Take inbound calls and answer emails from our customers for numerous services, handling technical queries, providing help or guidance, and scheduling planned maintenance.
• Learn about our products and how to have great conversations with our customers.
• Manage incident progression, working with multiple internal teams to meet strict SLAs.
• Spend time understanding our customers, offering help and advice, and escalating issues where required.
• Be part of a supportive, fun, and friendly customer‑service team.
• Work 35 hours per week, Monday to Friday, 8‑hour shifts with varied shift patterns depending on the opening available.

What you’ll bring

• Brilliant listening skills.
• A passion for problem solving.
• Empathy and an understanding of customer needs.
• A drive to deliver outstanding customer service.

Knowledge and Expertise (Technical / Role Specific)

Essential

• Strong customer‑delivery focus, ensuring SLAs are met and exceeded.
• Experience in a Customer Services environment (contact centre, retail, hospitality, etc.).
• Commitment to customer service.
• Understanding of incident management.
• Positive can‑do attitude.

Desirable

• Experience of a Financial Services Service Desk.
• A self‑starter, comfortable working alone or as part of a team.
• Organisational and administrative skills.
• ITIL Foundation certificate.

Skills

• Very high level of accuracy.
• Good verbal and written communication skills.
• Good standard of education.

The Typical Competencies We Look For at Vocalink

• Plenty of customer service experience and strong interpersonal skills.
• Track record of providing customer service and a genuine passion for helping customers.
• Enjoy developing knowledge around our products and services to share with customers and colleagues.
• Ability to communicate effectively in difficult situations and relish stepping up to the challenge.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and, therefore, every person working for, or on behalf of, Mastercard is responsible for information security:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.