Customer Contact Centre Advisor (Payments / Technical Support) in Harrogate

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Overview

The Customer Contact Centre provides critical operational support to customers across the UK payments ecosystem, including banks, payment schemes, ATM operators and internal colleagues. Operating in a regulated, service‑critical environment, the team supports services that must operate reliably, securely and to agreed service levels. The role provides a strong entry point into Customer Operations and the wider Vocalink organisation, building foundations in customer service, incident handling and service management.

Role

The Contact Centre Representative acts as a first point of contact for customers, supporting the handling and progression of enquiries and incidents, and working closely with internal operational and technical teams to ensure effective service delivery. The role reports to the Supervisor, Contact Centre.

Key Responsibilities

• Act as a first point of contact for customers across a range of services.
• Support customer enquiries, technical queries and requests for guidance or planned maintenance.
• Progress incidents and service requests in line with agreed processes and service levels.
• Work collaboratively with internal teams to support timely resolution.
• Maintain accurate records, logs and hand‑overs.
• Apply structured processes and sound judgement, particularly in time‑critical or high‑pressure situations.
• Escalate issues appropriately and contribute to a positive, service‑focused team environment.

All About You / Experience

Essential

• Experience working in an office or professional environment.
• Experience in a customer‑facing or service‑oriented role.
• Strong communication skills, with the ability to engage clearly and professionally.
• Ability to work under pressure and manage competing priorities.
• High levels of accuracy and attention to detail.
• A proactive, customer‑focused approach and willingness to learn.

Desirable

• Experience working in a regulated or controlled environment.
• Experience in financial services, payments, or a Service Desk / operational support role.
• Understanding of incident, request or service management concepts.
• ITIL Foundation qualification or familiarity with ITIL principles.

Working Pattern & Development

35 hours per week, 4 days on, 4 days off shift pattern, working 8am to 8pm, subject to operational requirements. Shift‑based role and may vary in line with business needs. Full structured training and onboarding provided. Once fully trained and meeting role expectations, colleagues may work from home for up to two days per week, in line with Mastercard's Hybrid Work Policy. Opportunities for ongoing development and progression within Customer Operations and the wider organisation.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.