Customer Service Escalation Advocate, Clearpay in Manchester

From an Australian-born company to a rapidly growing global business, we are on the ride of a lifetime! We are on a mission to be the world's most loved way to pay, connecting customers with brands they love and empowering them to spend their money responsibly. We strive to build a high-performing team where our people come to work to be the best they can be. We're all about a fast-paced business and we know world-class talent is key to our future success. Join some of the brightest minds and be part of the once-in-a-lifetime ride.

The Role

As a member of our Internal Dispute Resolution team (Escalations), you will help solve our customers’ most complex issues. Working with a mix of onshore and offshore teams, you will join a complaints team striving for excellence in every ticket. You will uphold and promote internal policies and processes within our Global Complaints Policy to achieve fair outcomes for customers raising a complaint and escalating through our customer service teams.

You Will

• Investigate, manage and resolve escalated customer complaints where first-level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks including our regulatory obligations.
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
• Build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers.
• Provide support to front-line team members to help improve first-point resolution (and reduce escalations if possible).
• Stay alert to trends in complaints and frontline feedback; alert Leaders and make recommendations to improve processes as required.
• Develop productive working relationships with stakeholders across the Operations team (and often with Product or Technology) to support the resolution of customer complaints.
• Balance quality, productivity and service standards to ensure KPIs are delivered.
• Other tasks and ad hoc projects within the scope of the role may be required, including supporting the launch of new products or licensed servicing requirements.

You Have

• Minimum of 1-2 years experience in Customer Service roles with specific Escalations / Complaints experience.
• Experience in service delivery in an omnichannel environment across phone, messaging and social media channels.
• Self-driven team player and logical thinker who thrives in a fast-paced, challenging and change-driven environment.
• Excellent written and verbal communication skills.
• Experience staying calm and providing support to difficult or vulnerable customers over the phone.
• Strong attention to detail and the tenacity to seek a solution to problems.
• Experience working in a regulated financial services role under FCA regulations.

Technologies We Use and Teach

• Zendesk
• Slack
• Google Suite
• Playvox
• Workforce management

We're working to build a more inclusive economy where our customers have equal access to opportunity. Block is an equal opportunity employer. We evaluate all employees and job applicants based on core competencies required for the role and without regard to any legally protected class. We are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. Applicants should share any needed accommodations with their recruiter who will treat these requests confidentially. We encourage you to learn more about our Inclusion & Diversity page.