Voice of the Customer Specialist, UK & I
Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Voice of the Customer Specialist to join our ever evolving Voice of the Customer team and help shape the future of global commerce.
What you’ll own
Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place
Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position
Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process
Track and report on customer satisfaction feedback, for example incident-based surveys (IBS) and relationship-based surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems.
Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required.
What you’ll bring
Strong relationship management and communication skills.
A ‘think like a client’ mindset, so you can understand their needs and confidently lead consultative, value driven conversations.
Strong customer service skills
About the team
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
What makes a Globalpayer?
Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.
Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.