Senior Representative, Contact Center

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

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, E.V Charging and shower facilities.

What you’ll do
• Take inbound calls and answer emails from our customers for numerous services, who might have a technical query, require help or guidance, or wishes to book in some planned maintenance.

• 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.
• Work 35 hours per week, between Monday to Friday, 8 hour shifts working varied shift patterns depending on the role available

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
- Strong emphasis on customer delivery, with the ability to ensure that SLAs are met and exceeded.
- Experience of a Customer Services environment. (Contact Centre, Retail, Hospitality etc.)
- Commitment to customer service.
- Incident management understanding.
- Positive can-do attitude.

Desirable
Experience of a Financial Services Service Desk.

A self-starter, comfortable working either alone or as part of a team.
Organisational and administrative skills.
ITIL foundation Certificate.

Skills
A very high level of accuracy
Good verbal and written communication skills
Good standard of education

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!

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 the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.