Voice of the Customer Executive - 12 month Secondment

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. 

• 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

• Strong customer service skills and the ability to maintain and build relationships 

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

• Ability to build and maintain strong, productive relationships. 

• 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. This is a ‘shop window’ and our reputation is at stake.

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.