At a Glance
- Tasks: Deliver fast resolutions and manage customer queries in a dynamic environment.
- Company: Join PayByPhone, a fast-growing tech company simplifying everyday mobility.
- Benefits: Competitive salary, private healthcare, pension scheme, and career growth opportunities.
- Other info: Embrace change and enjoy a fun, collaborative workplace culture.
- Why this job: Be part of an innovative team making a real impact on user experiences.
- Qualifications: 2 years in client-facing roles, fluent in German and English, strong IT skills.
The predicted salary is between 30000 - 35000 £ per year.
About PayByPhone
At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we’re looking for people who want to grow with us. Together, we’re on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely — without waiting in line, carrying change, or worrying about costly fines.
About The Role
Location: Hatfield (Hybrid)
Employment type: Full-Time, Permanent
Reports to: Global Director of Customer Experience and Support
To deliver fast, effective resolutions for our Cities, Businesses, and Consumer customers while ensuring the seamless operation of all PayByPhone products and services.
Key Responsibilities
- Ticketing & Support
- Manage and triage the PayByPhone ticketing system, ensuring queries are resolved within SLA and escalated to Dev or next-level support when needed
- Handle back office requests: user account creation, penalty notice queries, and password resets
- Coordinate outage communications
- Client Management
- Deliver monthly and KPI reports to clients
- Manage PO and invoicing for client-related charges
- Provide client training and identify upsell or training opportunities, flagging these to the Client Account Manager
- Drive customer satisfaction through proactive solutions and Marketing collaboration on customer-focused messaging
- Rates, Tariffs & Locations
- Manage tariff changes and maintain client rates tables
- Open and close locations as required, and coordinate parking zone signage
- Support testing of rates, tariffs, and locations for new and expanding clients
- Platform & Data
- Test and identify platform bugs, reporting to internal teams
- Analyse user interaction logs and system indicators to spot issues and trends
- Maintain accurate client database records, dashboards, and task tracking documentation
- Cross-Functional & Knowledge
- Maintain up-to-date knowledge of PBP products and processes
- Provide constructive feedback and customer insight to internal teams and the call centre to help inform training, quality and continuous improvement initiatives
- Liaise with Operations, Sales, Product, Development, and Marketing teams, advising on product requirements
Other things you may get involved with:
- Assist the Director of Customer Experience and Support in other tasks from time to time
- Provide support for where required for all markets in which PayByPhone operates
- Participate in events and opportunities to help promote and raise awareness of PayByPhone to public
- Attend client meetings at the request of the Client Account Manager or the responsible manager for Client Account Management
Required Qualifications
- At least 2 years experience of working in a client facing environment
- Interest in technical topics
- The ability to create well written documents
- Excellent IT skills including Word, Excel & PowerPoint
- Fluent German and English native both in writing and speaking
- The ability to gather, analyze and present material clearly and concisely
- Educated to a degree level or similar professional training
- Experience of using Salesforce Service Cloud
- Experience in parking or technology
What We Offer
- Compensation: The expected salary range for this role is £30,000 - £35,000 plus commission. Final compensation will be based on factors such as experience, skills, qualifications, and internal equity.
- Private Healthcare: Available to all permanent employees effective Day 1, with no waiting period as well as optional dental coverage.
- Pension scheme: All permanent employees get access to our pension scheme with 5% employer contribution.
- 4x Life insurance: All permanent employees are covered under our life insurance.
- Career Growth & Learning Support: Opportunities for professional development, continuous learning, and career progression.
Working at PayByPhone
We operate in a world that’s constantly evolving — and change is something we embrace. Our values guide how we show up for one another and for our customers every day. In short, we:
- Make things happen
- Stay curious
- Work together
- Have fun
- See through our customers’ eyes
These principles shape how we collaborate, innovate, and deliver on our commitments. We’re also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications — ensuring we reflect the talent and communities we serve.
PayByPhone is committed to providing accommodation throughout the recruitment process. If you require accommodation, please reach out to us at askhr@paybyphone.com.
Customer Support Executive in Hatfield employer: PayByPhone
At PayByPhone, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration, innovation, and continuous learning. Located in Hatfield, our hybrid work model allows for flexibility while providing comprehensive benefits such as private healthcare from day one, a robust pension scheme, and ample opportunities for career growth. Join us in our mission to simplify everyday mobility and be part of a diverse team that values respect, fairness, and fun in the workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PayByPhone. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PayByPhone before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Executive in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PayByPhone:Your cover letter is your chance to shine! Tell us why you want to work at PayByPhone specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PayByPhone!
How to prepare for a job interview at PayByPhone
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
