At a Glance
- Tasks: Drive operational excellence and enhance client satisfaction through problem-solving and collaboration.
- Company: Join Shieldpay, a forward-thinking company committed to equality and transparency.
- Benefits: Flexible working hours, hybrid work options, and a supportive team environment.
- Other info: Opportunity to mentor others and grow within a dynamic, fast-paced team.
- Why this job: Make a real impact by improving customer experiences and streamlining operations.
- Qualifications: Experience in Payments and Customer Operations with a passion for problem-solving.
The predicted salary is between 25185 - 32000 £ 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.
We welcome applications from both mid and senior level professionals.
- 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 working with colleagues to make improvements – continually looking for ways to improve.
- 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 escalating 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 excellent customer service by responding to calls and emails in a prompt and efficient manner – ensuring all correspondence and/or calls from customers and partners are responded to within agreed timescales.
- 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. For Shieldpay, building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance.
Customer Operations Analyst in London 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 in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Shieldpay. 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 Shieldpay 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 Operations Analyst in London
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 Shieldpay:Your cover letter is your chance to shine! Tell us why you want to work at Shieldpay 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 Shieldpay!
How to prepare for a job interview at Shieldpay
✨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.
