At a Glance
- Tasks: Investigate and resolve customer complaints while delivering top-notch service.
- Company: Join Global Payments, a leader in payment technology solutions.
- Benefits: Gain valuable experience in a supportive team with a dynamic work environment.
- Other info: This is a 10-month fixed-term contract with opportunities for growth.
- Why this job: Make a real difference in customer satisfaction and enhance your problem-solving skills.
- Qualifications: 1 year of customer service experience required; strong communication skills are a must.
The predicted salary is between 30000 - 40000 £ per year.
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
The Role: The Customer Complaints Specialist is focused on delivering excellent customer service. You will be responsible for investigating customer complaints, supporting customers throughout the process, and providing fair and effective resolutions. A key part of the role involves negotiating with customers and conducting root cause analysis to help prevent future issues. You will work closely with teams across the UK and Ireland, including Stockport, Leicester, and Dublin, as part of a supportive and friendly team that is always happy to help!
Duties Include:
- Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
- Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
- Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place.
- Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position.
- Strong customer service skills and the ability to maintain and build relationships.
- Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process.
- Ability to build and maintain strong, productive relationships.
- Track and report on customer satisfaction feedback, for example incident-based surveys (IBS) and relationship-based surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems.
- Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a ‘shop window’ and our reputation is at stake.
- Coordinate closely with internal stakeholders to see customer projects through to completion and on time, ensuring the highest levels of customer satisfaction.
- Coordinate activities across all the required functions to ensure implementation, migration or regulatory project completion for the customer.
- Provide support in customer product selection and solutions to overcoming obstacles to product adoption.
- Liaise cross-functionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and experience through the adoption of our products and services.
Position Requirements:
- Minimum 1 year experience in Customer Service.
UK&I Customer Complaints Specialist (10-Month FTC) in Leicester employer: Global Payment Holding Company
Global Payments is an exceptional employer that fosters a collaborative and inclusive work culture, where every team member is valued and empowered to make a difference. With a focus on employee growth, we offer comprehensive training and development opportunities, ensuring you can thrive in your role as a UK&I Customer Complaints Specialist. Located in vibrant areas like Stockport, Leicester, and Dublin, our teams enjoy a supportive environment that prioritises customer satisfaction and innovation in the payments technology landscape.
Contact Details:
Global Payment Holding Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land UK&I Customer Complaints Specialist (10-Month FTC) in Leicester
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and complaints handling. We all know that confidence is key, so role-play with a mate to nail those responses!
✨Tip Number 3
Show off your problem-solving skills during the interview. Share specific examples of how you've turned a complaint into a positive experience. This will demonstrate your ability to negotiate and resolve issues effectively!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team at Global Payments!
We think you need these skills to ace UK&I Customer Complaints Specialist (10-Month FTC) in Leicester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Complaints Specialist role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can help us deliver excellent resolutions. Keep it friendly and professional, just like we are at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've successfully resolved customer complaints in the past. We love seeing how you’ve turned challenges into opportunities for improvement!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Global Payment Holding Company
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss how you've handled complaints in the past, focusing on your negotiation techniques and how you resolved issues to everyone's satisfaction.
✨Research Global Payments
Familiarise yourself with Global Payments and their services. Understanding their payment solutions and customer base will help you tailor your answers and show that you're genuinely interested in the role and the company.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of specific examples from your experience where you successfully resolved a complaint or improved a process.
✨Showcase Your Teamwork Skills
Since the role involves working closely with various teams, be prepared to discuss how you've collaborated with others in previous roles. Highlight any experiences where you built strong relationships to achieve a common goal.
