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For Companies At a Glance
- Tasks: Provide top-notch customer support via phone and email, resolving queries efficiently.
- Company: Join Blackhawk Network, a leader in branded payments across 28 countries.
- Benefits: Enjoy 25 days leave, private medical insurance, and hybrid working options.
- Why this job: Be the first point of contact for customers and make a real difference.
- Qualifications: Customer service experience is a plus, but strong communication skills are key.
- Other info: Flexible shifts and a supportive team environment await you!
The predicted salary is between 24000 - 36000 £ per year.
About Blackhawk Network
At Blackhawk Network (BHN), we’re shaping the future of branded payments – powering reward, incentive, and loyalty solutions across 28 countries and 400,000+ consumer touchpoints. From digital gift cards and eGifts to global employee rewards and customer acquisition tools, our platforms deliver meaningful value to clients and their customers alike.
Learn more at BHN.com
Overview
Job Title: Call Centre Agent
Contract: Permanent
Workplace: Hybrid – 2 days in office per week in Hemel Hempstead Office (Shift Rotation)
Hours: 35
Reports to: Team Lead, Service Centre
As a key member of our support team, you’ll be the first point of contact for UK customers, ensuring queries are resolved efficiently and professionally. You’ll work closely with internal teams and our El Salvador Contact Centre to deliver a seamless customer experience across multiple contact channels.
Various shifts cover Monday – Saturday 8am-8pm and Sunday 9am – 6pm.
Responsibilities
- Customer Service: Provide first- and second-line support to UK customers via phone, email, and other contact channels, ensuring a professional and efficient resolution of queries.
- Issue Resolution: Strive for first-call resolution by accurately diagnosing issues and providing timely solutions, escalating when necessary.
- Collaboration: Work closely with internal account teams and the El Salvador Contact Centre to ensure a seamless and consistent customer experience.
- Communication: Ensure all customer interactions meet SLA targets and are handled with clarity, empathy, and professionalism.
- Process Adherence: Follow company policies, standard operating procedures, and legislative updates to ensure compliance and reduce business risk.
- Continuous Improvement: Actively contribute to service improvements by identifying recurring issues and suggesting process enhancements.
Qualifications
- Previous experience in a customer service role is preferred but not essential. This background helps in understanding customer expectations and delivering satisfactory service.
- Excellent verbal and written communication skills. This includes the ability to convey information clearly, listen actively, and respond appropriately.
- Strong teamwork skills to work effectively with colleagues in the UK and El Salvador contact centres.
- High reliability and adaptability to changing rotas are important.
- Comfortable using templates and systems to maintain consistency and quality.
Benefits
- Work-Life Balance: 25 days annual leave plus additional appreciation days, birthday time off, and volunteering leave.
- Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
- Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond/one4all cards.
- Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health.
- Recognition: Participate in Flyers, our leading recognition program with financial rewards.
Candidate Journey at BHN
- Stage 1: Shortlisting of suitable candidates
- Stage 2: Screening Call
- Stage 3: Interview(s) with Hiring Manager(s)
- Stage 4: Feedback/Hired
Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career!
Application FAQs
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Service Center Agent I employer: FyrFly Venture Partners
Contact Detail:
FyrFly Venture Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Center Agent I
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Blackhawk Network. Understand their products and values so you can show how you fit into their mission. It’ll help you stand out and show genuine interest.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling queries during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Be ready to showcase your communication skills! During the interview, focus on how you convey information clearly and listen actively. Use examples from past experiences to highlight your ability to resolve issues effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds.
We think you need these skills to ace Service Center Agent I
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Center Agent role. Highlight any relevant experience in customer service and showcase your communication skills, as these are key for us at Blackhawk Network.
Show Your Enthusiasm: Let your passion for customer service shine through in your application. We love candidates who are excited about helping others and improving their experience, so don’t hold back on expressing why you want to join our team!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon, as we appreciate clarity and professionalism in all communications, just like you’ll need in the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you can ensure that your application reaches us quickly and efficiently, making it easier for us to review your credentials.
How to prepare for a job interview at FyrFly Venture Partners
✨Know the Company Inside Out
Before your interview, take some time to research Blackhawk Network. Understand their products, services, and the markets they operate in. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Practice Your Communication Skills
As a Service Center Agent, clear communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play common customer service scenarios with a friend to get comfortable with responding to queries.
✨Showcase Your Teamwork Abilities
Collaboration is crucial in this role, especially when working with teams in different locations. Be prepared to share examples of how you've successfully worked in a team environment in the past, highlighting your adaptability and reliability.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, or company culture. This shows that you're engaged and serious about finding the right fit for both you and Blackhawk Network.