Voice of the Customer Specialist, UK & I

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Ready to take your career global? 

Make your mark at one of the biggest names in payments. We’re looking for a Voice of the Customer Specialist to join our ever evolving Voice of the Customer team and help shape the future of global commerce. 

What you’ll own  

• Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales. 

• Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties. 

• Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place 

• Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position 

• Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process 

• Track and report on customer satisfaction feedback, for example incident-based surveys (IBS) and relationship-based surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems. 

• Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required.

What you’ll bring 

• Strong relationship management and communication skills. 

• A ‘think like a client’ mindset, so you can understand their needs and confidently lead consultative, value driven conversations. 

• Strong customer service skills

About the team 

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. 

What makes a Globalpayer? 

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.  

Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global. 

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpayments.com.