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Inbound Helpdesk Customer Service Advisor

3 months ago

Gateshead, Gateshead, United Kingdom FIS Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

Based: Gateshead - Hybrid working option available following a 3 month training period

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

We are currently recruiting a new team of 10 x Inbound Customer Service Advisors to join our Helpdesk department based in our Gateshead Offices.

If you are looking to start your new career with one of the World's leading Fintech organisations and have a passion for providing excellence customer service to the highest standards at all times then this could be the next move for you.

About the team

Based at our Gateshead site, our Customer service team play a vital role in supporting our customers to use our services. Our customers expect world class service and you'll be part of a team who are continuously striving to achieve the highest levels of customer satisfaction.

You will primarily be responsible for answering queries and solving any issues customers may face during their time with us. Commitment to the team, our customers and the business are all key priorities.

In return Worldpay offer a full training package and a great working environment in which to support the build and development of your career.

What you will be doing

  • Providing customer support to consumers via telephone and Internet, instant message, email. Handling customer enquiries and resolving simple and basic support issues, such as address changes, processing orders, warranty or billing/payment queries.
  • You will be responsible for answering inbound customer queries and complaints with a 'right first time' approach.
  • Escalating more technical product-related issues to relevant product Support Departments.
  • Working to surpass standard contact centre KPIs, you will take ownership of the customer call and aim to resolve any customer issues in a swift and timely fashion.
  • You will also work with the customer to identify potential new products and ensure their package is right for them. Having positive conversations about our product range is critical to this role so you must be a good conversation starter and be comfortable with speaking with our customers about our other products and services that would be of benefit to their business.
  • Updating customer information and ensuring accurate entry of contact information.
  • Working to resolve customer queries to a high standard, such as quality of the call, adherence to schedules and average call handling times times.

What you bring:

  • Customer service experience any industry background (Financial Services, retail, healthcare, technology, university students etc)
  • You will live and breathe great customer service and understand how important it is to put the customer at the heart of our business and interactions.
  • Being an excellent communicator is essential, whether it is amending details or fixing a problem you will ensure are customers are kept informed and help navigate them on their journey with us.
  • Have a passion for helping others and an ability to communicate with people on different levels.
  • A logical approach to resolving issues.
  • Experience of working with customers, either face to face or over the phone.

Added bonus if you have:

  • Computer literacy
  • in Mathematics and English
  • Microsoft office knowledge
  • Ability to work productively to target timescales
  • Positive and logical approach to resolving customer queries and complaints

What we offer you

  • Fully paid training across all the relevant competencies required for the role
  • A modern, international work environment within a dedicated and motivated team
  • A broad range of professional education and personal development possibilities
  • A competitive salary and a full benefits package (incl private health insurance, pension etc)
  • The chance to work on some of the most challenging, relevant issues in the fintech / payments industry
  • Time to support charities and give back in your community

Additional benefits to working at Worldpay Gateshead office

  • A top priority for our Worldpay employees is Wellness and we provide a robust Wellness benefit package
  • There is Free onsite parking for all Worldpay employees as well as local public transport links
  • Free daily fruit, coffee and teas and an onsite canteen (The Hub)
  • Development and progression at Worldpay are key and we have several hours during the working month dedicated to your individual career journey

Schedule of work

Following your successful offer of employment:

  • There will be an initial 12-week onsite classroom based and live systems training period.
  • Following the training period there is a Hybrid shift working pattern available, office based 2 days per week, 3 days working from home.
  • Hours of work are on a rotational shift pattern, 5 working days out of 7 (Monday-Sunday) between the hours of 08:00am - 18:00pm 1 x weekend off rota in every 3 week cycle.
  • Rotas will be issued 4 - 6 weeks in advance so you can plan you work life balance in advance.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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