At a Glance
- Tasks: Lead customer experience and resolve complaints to enhance satisfaction.
- Company: Global Payments, a leader in payment technology solutions.
- Benefits: Inclusive workplace, career growth, and competitive pay.
- Other info: Join a dynamic team committed to innovation and success.
- Why this job: Make a real difference in customer experiences and shape the future of payments.
- Qualifications: Strong customer service skills and relationship-building abilities.
The predicted salary is between 40000 - 50000 £ 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.
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.
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.
Customer Experience & Complaints Resolution Lead in Leicester employer: Global Payments
Global Payments is an exceptional employer that fosters a vibrant work culture focused on innovation and collaboration. With a commitment to employee growth, we offer extensive training and development opportunities, ensuring our team members thrive in their careers. Located in a dynamic environment, we provide competitive benefits and a supportive atmosphere where every employee can make a meaningful impact on the future of payments technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Complaints Resolution Lead in Leicester
✨Tip Number 1
Network like a pro! Reach out to your connections in the payments industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching Global Payments and understanding their customer service ethos. Be ready to discuss how you can contribute to resolving complaints and enhancing customer experience based on their values.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've successfully resolved customer complaints in the past. This will demonstrate your ability to handle similar situations at Global Payments.
✨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 being part of our dynamic team.
We think you need these skills to ace Customer Experience & Complaints Resolution Lead in Leicester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience & Complaints Resolution Lead role. Highlight your relevant experience in customer service and complaint resolution, showing us how you can contribute to our team.
Showcase Your Skills:We want to see your strong customer service skills shine through! Use specific examples from your past experiences that demonstrate your ability to build relationships and resolve complaints effectively.
Be Professional Yet Personable:While we appreciate professionalism, don’t be afraid to let your personality come through in your application. We’re looking for someone who can connect with customers and negotiate fairly, so show us your unique approach!
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application status!
How to prepare for a job interview at Global Payments
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience and complaints resolution. Familiarise yourself with common issues customers face in the payments industry and think about how you would address them. This will show your potential employer that you're not just knowledgeable but also genuinely interested in improving customer satisfaction.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios where you've had to resolve complaints or negotiate with customers. Prepare a few examples from your past experiences that highlight your problem-solving skills and ability to maintain relationships. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Research the Company Culture
Get to know Global Payments' values and culture. Understanding their commitment to customer service and innovation will help you align your answers with what they’re looking for. You can mention how your personal values match theirs during the interview, which can make a strong impression.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for complaint resolution, or how they measure success in customer experience. This shows that you’re engaged and serious about the role, plus it gives you valuable insights into whether this is the right fit for you.
