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.
