Customer Operations

2 weeks 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

  • Customer Operations

    2 weeks ago

    Harrogate, North Yorkshire, United Kingdom Mastercard Full time

    Our PurposeWe 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...

  • Customer Assistant

    2 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Operations Assistant **All the details** **TEMPORARY CONTRACT - END DATE 27/04/2024** **WEEK 1** Wednesday 14:00-22:00 Saturday 11:00-20:00 **WEEK 2** Sunday 08:00-17:00 Wednesday 14:00-22:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working...

  • Customer Assistant

    2 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Customer Assistant - Operations - Oatlands **All the details** Customer Assistant - Operations - Oatlands **Temporary Position** Work Pattern WEEK 1 & 2 - Sat 20.15-00.15 Sun 18.15-22.15 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within...

  • Customer Service

    4 weeks ago

    Harrogate, United Kingdom Earthmill Full time

    We are seeking someone who has strong customer services support and administrative skills to join the busy customer services and technical support team. This role requires someone who is dynamic and sociable with excellent organisational and customer support skills. You will have an eye for detail in written, numeric, and verbal communication. The role...

  • Customer Assistant

    2 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Operations Assistant **All the details** **WORKING PATTERN** Sunday 06:00-10:00 Monday 06:00-10:00 Tuesday 06:00-10:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks...

  • Customer Assistant

    1 month ago

    Harrogate, North Yorkshire, United Kingdom Marks and Spencer Full time

    SummaryCustomer Assistant - Operations - OatlandsAll the detailsCustomer Assistant - Operations - Oatlands Temporary Position Work Pattern WEEK 1 & 2 - Sat Sun Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive...

  • Customer Assistant

    3 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    **Work Pattern**: **Week 1** **Mon 11.00-18.00** **Wed 11.00-18.00** **Sat 11.00-18.00** **Week 2** **Sun 10.45-16.30** **Tue 11.00-18.00** **Thu 10.00-18.00** **Key Accountabilities and Measures** - Clearly identified to provide customers with a visible presence at the beginning of their shopping journey - Confidently welcome customers to the store with a...

  • Customer Assistant

    1 month ago

    Harrogate, North Yorkshire, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Operations - OatlandsTemporary PositionWork PatternWEEK 1 & 2 - Sat Sun PurposeTo deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver 'best in town' standards...

  • Customer Assistant

    2 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Customer Assistant - Backstage - Oatlands **All the details** Customer Assistant - Backtsage - Oatlands **Temporary Position** Work Pattern WEEK 1 & 2 - Weds 7.00-10.00 Thurs 07.00-10.00 Fri 07.00-10.00 Sat 07.00-10.00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time -...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    Week 1 Tues/Thurs/sat 06:00-09:00 Week 2 Tues/Thurs/Fri 06:00-09:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’ standards - Serve and...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    WEEK 1 Sun 0700-1100 Mon & Tues 1700-2100 WEEK 2 Mon, Tues & Sat 1700-2100 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’ standards -...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    **Anticipated 29/04//23** **Work Pattern** **Week 1 & 2** **Fri, Sat - 22:00-07:00** **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    Week 1 Tues / Wed / Fri / Sat - 22:00-07:00 Week 2 Sun / Tues / Wed / Thurs - 22:00-07:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’...

  • Customer Assistant

    1 month ago

    Harrogate, North Yorkshire, United Kingdom Marks and Spencer Full time

    SummaryOperations AssistantAll the detailsWORKING PATTERN Sunday 06:00-10:00 Monday 06:00-10:00 Tuesday 06:00-10:00 Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver...

  • Customer Assistant

    3 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Customer Assistant - Cafe - Harrogate **All the details** Customer Assistant - Cafe - Harrogate **Permanent Position** Work Pattern WEEK 1 - Sun 09.00-17.00 Mon 09.00-17.00 Wed 10.00-18.00 Thurs 10.00-18.00 Fri 10.00-18.00 WEEK 2 - Mon 10.00-18.00 Tues 10.00-18.00 Wed 10.00-18.00 Fri 08.00-16.00 Sat 08.00-16.00 **Purpose** - To deliver a...

  • Customer Assistant

    2 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Customer Assistant - Cafe - Harrogate **All the details** Customer Assistant - Cafe - Harrogate **Permanent Position** Work Pattern WEEK 1 - Sun 11-3 Mon 11-3 Wed 11-3 Thurs 11-3 WEEK 2 - Tues 11-3 Wed 11-3 Thurs 11-3 Sat 11-3 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom M&S Full time

    **Summary** Cafe Customer Assistant **All the details** **TEMPORARY CONTRACT - END DATE 27/07/2024** **WEEK 1** Sunday 08:30-17:00 Tuesday 08:00-16:00 Wednesday 06:30-14:30 **WEEK 2** Tuesday 08:00-16:00 Wednesday 06:30-14:30 Saturday 06:30-14:30 **Purpose** - To deliver a great shopping experience for their customers, putting customers before...

  • Customer Assistant

    4 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    Customer Assistant - Clothing & home - 8 Hrs W/C 27/8/2023 Sun 08:00-16:30 W/C 06/09/2023 Sat 09:30-18:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver...

  • Customer Assistant

    3 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    Customer Assistant Sundays 2000-0500 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’ standards - Serve and sell across all channels...

  • Customer Assistant

    3 weeks ago

    Harrogate, United Kingdom Marks & Spencer Full time

    Customer Assistant - Cafe - Harrogate Part Time, 7.5 hours Sunday 09:00-17:00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before task every time - Champion new ways of working within stores through an open mindset and positive attitude - Complete tasks and processes that deliver ‘best in town’ standards -...