At a Glance
- Tasks: Drive operational excellence and enhance client satisfaction through problem-solving and collaboration.
- Company: Join Shieldpay, a leader in transparent payment solutions with a focus on customer experience.
- Benefits: Flexible working hours, hybrid work options, and a commitment to work-life balance.
- Other info: Be part of a dynamic team that values collaboration and continuous improvement.
- Why this job: Make a real impact by improving customer operations and ensuring seamless experiences.
- Qualifications: Experience in Payments and Customer Operations, with a passion for problem-solving.
The predicted salary is between 35000 - 41000 £ per year.
As a Customer Operations Analyst, you will act as a key driver of operational excellence and client satisfaction. You will troubleshoot friction points, investigate systemic issues, and partner closely with teams across the business to fix problems at their root. In this role, you’ll champion a seamless customer experience while keeping backend processes running fast and efficiently.
Impact And Responsibilities:
- Project managing large corporate payment deals end-to-end.
- Ensuring the customer is provided with the highest level of customer care throughout.
- Help to build and evolve effective and efficient processes to support scalable Customer Operations, identifying gaps or inefficiencies in processes and work with colleagues to make improvements.
- Deliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliant.
- Follow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalates issues where required.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Offer support and mentorship to team members, championing best practices, contributing to the team workload by collaborating with other team members to ensure all processes are covered during staff absences.
- Ensure we provide an excellent customer service by responding to calls and emails in a prompt and efficient manner.
- Track key performance metrics and make data-driven decisions; regularly report on performance to senior management.
- Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues.
- Maintain compliance with policies, regulations, and quality standards in all customer operations processes.
What We're Looking For In You:
- Proven track record in Payments and Customer Operations and building effective customer relationships.
- Previous experience in Legal and/or Payments sectors, with a strong understanding and passion in customer experience.
- You enjoy fixing problems - investigating and getting to the root cause and working collaboratively to fix them.
- You thrive working as part of a fast paced and highly collaborative team who are passionate about great customer and user experience.
- A big plus if you have project management experience.
Our Promise: Shieldpay is an equal opportunities employer. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance.
Customer Operations Analyst employer: Shieldpay
At Shieldpay, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Strategic Payments Sales Leader, you will benefit from flexible working hours and a hybrid model that promotes work-life balance while engaging in meaningful client interactions across the UK. With ample opportunities for professional growth and a supportive team environment, Shieldpay is an excellent employer for those looking to make a significant impact in the payments industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Analyst
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Shieldpay. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Operations Analyst
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Shieldpay.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Shieldpay's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Shieldpay
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Shieldpay.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Shieldpay will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Shieldpay employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
