Senior Representative, Contact Center

7 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

Senior Representative, Contact Center

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 Contact Centre is open 24X7X365 supporting our customers that range from internal colleagues, high street banks, payment schemes and ATM operators.

We’re based on the outskirts of the spa town Harrogate with secure 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.

What you’ll do
- Learn about our products (don’t worry, we’ll teach you) and how to have great conversations with our customers.
- Incident management and progression working together with the dozens of internal teams who support us in the background to meet some strict SLA’s.
- Spend time understanding our customers, offer help, advice and escalate issues where required.
- Be part of a supportive, fun, and friendly customer service team.
- Working between Monday to Sunday, 12 hour shifts working off a 4 days on 4 day off shift cycle (including weekends and bank holidays).

What you’ll bring
- Brilliant listening skills.
- A passion for problem solving.
- An ability to empathise and understanding customer needs.
- A drive to deliver brilliant customer service.

Knowledge and expertise (technical / role specific)

Essential Desirable

Strong emphasis on customer delivery, with the ability to ensure that SLAs are met and exceeded. Experience of a Financial Services Service Desk.

Experience of a Customer Services environment. (Contact Centre, Retail, Hospitality etc.) A self-starter, comfortable working either alone or as part of a team.

Commitment to customer service. Organisational and administrative skills.

Incident management understanding. ITIL foundation Certificate.

Positive can-do attitude.

So, do you have what it takes?

The typical competencies we look for at Vocalink include:

- Plenty of customer service experience and strong interpersonal skills.
- A good track record of providing customer service as well as a genuine passion for helping customers.
- You enjoy developing your knowledge around our products and services to share with both customers and colleagues.
- The ability to communicate effectively throughout difficult situations and relish stepping up to the challenge.

Want in? We thought you might.

If you’d love to join us, then it’s time to brush up your CV & click apply.

Good luck, we can’t wait to hear from you

**Skills**:
Essential Desirable

A very high level of accuracy

Good verbal and written communication skills

**Qualifications**:
Essential Desirable

Good standard of education

Role impact

Expected income (for income generating roles only) £

Total budget responsibility for whole year £

Value of non-recurring budget (i.e. one off project) £

Key relationships / contacts (please specify number and roles)

Vocalink Behaviours
- Own It
- Simplify
- Thoughtful Risk-Taking
- Sense of Urgency
- Be Inclusive
- Force for good
- Unlock potential - Take initiative, make data-driven decision, bring a point of view
- Remove the unnecessary, use plain language, embrace less over more
- Welcome challenges, encourages debate, learn from failures
- Remove obstacles, debate then act, pivot when necessary
- Seek multiple voices, invite diversity, foster belonging
- Act with purpose, lead with heart, make a positive impact
- Stay curious, celebrate others’ achievements, collaborate

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 behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard’s security policies and practices;- Ensure

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