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- Tasks: Resolve customer complaints and improve processes for better service.
- Company: Join Global Payments, a leader in payment technology solutions.
- Benefits: 10-month contract with opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction and company reputation.
- Qualifications: Strong customer service skills and ability to build relationships.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
The predicted salary is between 36000 - 60000 £ 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. Please note that this is a 10 month contract.
Responsibilities
- 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.
UK&I Voice of the Customer Specialist in Leicester employer: Global Payments Inc.
Contact Detail:
Global Payments Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land UK&I Voice of the Customer Specialist in Leicester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute to their success.
✨Tip Number 3
Practice your negotiation skills! When it comes to resolving customer complaints, being able to negotiate effectively is key. We suggest role-playing scenarios with friends or family to build your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace UK&I Voice of the Customer Specialist in Leicester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of UK&I Voice of the Customer Specialist. Highlight your customer service skills and any experience you have with complaint resolution, as these are key for this position.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about customer service and how you can contribute to our team. Use specific examples from your past experiences that demonstrate your ability to resolve complaints and build relationships.
Showcase Your Analytical Skills: Since the role involves tracking customer satisfaction and conducting root cause analysis, make sure to mention any relevant analytical skills or experiences. We want to see how you can help us improve our processes!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at Global Payments Inc.
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills before the interview. Understand common complaints in the payments industry and think about how you would resolve them. Be ready to share examples of how you've successfully handled difficult situations in the past.
✨Research Global Payments
Dive into Global Payments' mission, values, and recent news. Knowing their products and services will help you tailor your answers and show that you're genuinely interested in the role. Plus, it’ll give you a leg up when discussing how you can contribute to their success.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of specific instances where you’ve had to negotiate or resolve conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Show Your Analytical Side
Since the role involves tracking customer satisfaction and analysing feedback, be prepared to discuss how you approach data analysis. Bring examples of how you've used insights to drive improvements in customer experience or processes in previous roles.