Customer Service Specialist I

6 months ago

Hemel Hempstead, United Kingdom Blackhawk Network Full time

About Blackhawk Network:
Overview:
**Department Overview**

We work closely with internal account teams, product and technology, finance, legal & compliance, external partners, and the Global Customer Team in the US. Our Customer Service teams support our continued European expansion based in our offices at Apsley, Swords, Cologne, and Amsterdam. We aim to provide high levels of customer service in an effective and efficient way ensuring we promote the values of our brands and meeting the requirements of our clients and/or regulators while delivering feedback on customer behaviour to help shape business decisions.

**Purpose of the Role**

This role reports to the Supervisor, Customer Service UK, and acts as part of the UK Customer Service operational team. Blackhawks UK Customer Service teams support products sold and operated in the UK both by themselves and on behalf of GVS Prepaid (excluding One4all).

Remit includes working to ensure escalation and retained customer contact tasks are handled to BHN quality and service levels, ensuring contact drivers and product feedback is collated and presented back. The role will ensure a close daily operational relationship is in place with our San Salvador operation ensuring quality is measured both by joining local calibration sessions and carrying out remote monitoring. Additionally, this role will ensure process and knowledge content is regularly reviewed and training is prepared and delivered in an optimal manner.

The role also works closely alongside Product, Client Management, Technology, and other Customer Service stakeholders within Europe to share best practice and optimal delivery of Customer Service Delivery.

This is a full-time position working primarily UK office hours five days a week Monday - Friday. This role will require an element of in office working, in accordance to the BHN hybrid working policy.

**Responsibilities**:
**Key Responsibilities**

This role is responsible for four key work areas:
**Customer Services**:

- Ensure escalations from the San Salvador team are worked and actions are passed other teams as needed.
- Assist with first level Customer Support for clients who are contractually serviced from here or at times of high demand.
- Escalation points for self-serve clients to assist in navigation of Extras, as well as helping them to manage their account effectively ensuring future self-service.
- Own and manage all social media interactions across several platforms including but not limited to Facebook, app reviews and Trustpilot.
- Assist with rollout of and new programs, technology, and ways of working across multiple products as required.

**Hybrid Customer Service Model**:

- Ensure processes and procedures are followed and escalation of issues is handled in a timely manner between on and offshore locations to ensure best possible customer outcomes.
- Ensure daily interaction and support between the San Salvador operation and the UK based operation.
- Review training content and programmes and provide assistance in the delivery of training where required.
- Complete regular reviews of the knowledge content for accuracy and ensure updates are provided for any process changes.
- Take an active role performing Quality Assurance monitoring and actively lead Call Calibration sessions and provide feedback on areas of opportunities.
- Take an active role in feedback and coaching with San Salvador relating to Customer Service delivery.
- Look for opportunities to optimise service delivery through both Apsley and offshore teams to improve speed of resolution and overall level of service delivery.

**Customer Engagement, Satisfaction & Insight**:

- Drive improvements to products and the Customer Support offering, feeding into overall Blackhawk strategy and future products.
- Review current contact drivers and look for ways to improve the customer experience and reduce contacts volumes.
- Liaise with technical, client and product teams on improvements to web journey, customer knowledge base and other opportunities for self-serve to deflect unnecessary contact.

**Regulatory, Compliance and Governance**:

- Act as final point of escalation for Customer Complaints ensuring they are raised correctly and responded to within internal and external guidelines. Take ownership from a Customer Service perspective of any complaint referred to BHN Executive level or external regulators.
- To ensure all GVSP and BHN complaint policies are followed and complaints are recorded correctly, so that reporting is in place to escalate root causes of complaints and other areas of customer dissatisfaction.
- Ensure operating procedures and models are being adhered to.
- Ensure GDPR requests are actioned from Customer Services as relevant in a timely manner.

**Wider Blackhawk Network Customer Service Function**
- Work alongside colleagues within EMEA Customer Service to share knowledge, best practice and give support when needed.
- Unless required by the reg

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