Customer Operations

6 months ago

Harrogate, United Kingdom Mastercard Full time

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Operations - Bacs Specialist

Who are we?

We’re Vocalink, a Mastercard company. Our technology powers the UK’s real-time payments, settlements, direct debit systems as well as a network of over 55,000 ATM’s. We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits.

In 2017, we became part of the Mastercard family, joining the most widely recognised and respected companies in the world. Together, we’re making payments simpler and smarter.

The Customer Operations - Bacs Specialist role is a key contributor within Customer Operations, demonstrating broad business knowledge and service proficiency across Vocalink business services for Pay.UK relating to the Bacs Service including the Managed Services - CASS, CISA and Bank Reference Data.

We’re based on the outskirts of the spa town Harrogate with secure car parking. We’ve got a subsidised café on site, free tea and bean to cup coffee, prayer room, bike storage, outdoor seating, and shower facilities.

We currently operate a hybrid working pattern which allows colleagues to gain a work life balance with the opportunity to work from the office and home for part of the week.

What you’ll do
- Support the Bacs Service that is delivered to Pay.UK (the scheme) on behalf of Vocalink by: - o Providing 2nd line support for Incidents, work orders and requests.
- Supporting the overall service performance delivered to customers within their portfolio.
- Supporting the management of the end-to-end Customer Service relationship.
- To provide a high level of support to Participants, Service Users and Solution Suppliers on all aspects of the Bacs service including incident handling and communication.
- Will work closely with the Customer Operation Managers to ensure customer management requirements and planned improvements are identified, understood, managed and delivered effectively and efficiently to the Business and Customers maintaining at all times a sound commercial and customer satisfaction position.
- Actively support the Customer Contact Centre Team with on-going service delivery to customers.
- Keep up to date with all Vocalink products and service updates so that you can effectively support our customers and the Customer Contact Centre.
- Identify improvement opportunities between Customer Operation teams and deliver.
- Improve the Contact Centre First Contact Resolution rate (FCR) for all Bacs services by developing and improving knowledge articles, improve training training packs and be on hand for help & guidance
- Assisting with updating of departmental procedures for new/improved processes as required.

What you’ll bring
- Experience in a Customer facing role with a drive to deliver great customer service
- Experience dealing with complex queries relating to the Bacs service including the Managed Services (CASS, Cash ISA and Bank reference Data)
- Experience working in a second line support function and able to use technical tools available eg TOAD to interrogate database and resolve queries as necessary
- Brilliant at connecting with people and listening attentively to customers: understanding their needs, showing empathy, and inspiring trust.
- Proven communication skills, (both oral and written) including the ability to communicate confidently and effectively to Senior Directorate Level
- The ability to manage a time critical and deadline orientated workload
- Demonstrable organisational skills with the ability to multi-task and prioritise
- The ability to work well within a team and but also on their own initiative
- Strong IT skills in particular MS Word, Excel and Outlook

It'd be great they had experience in the following (but don’t worry, we’re happy to teach the right person)
- ITIL
- Commercial understanding (Payments)
- Background of managing Service Levels and OLAs
- Enthusiastic/Energetic
- Diligent with excellent attention to detail
- Personable
- Positive, with the ability to motivate others

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on

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