About Blackhawk Network:

Today, through BHN's single global platform, businesses of all kinds can tap into the world's largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN's network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview:

The Swords contact centre are responsible for providing first- and second-line customer support for Blackhawk Network products and services via telephone and online. We work closely with internal account teams, external partners other European Customer Service teams and the Global Customer Team in the US and at our El Salvador contact centre.

Responsibilities:

Act as key point of contact for IRE/UK lines of business of programmes serviced from our offshored Customer Service Centre, currently based in San Salvador, El Salvador
Ensure all Work Instructions, training, processes, and procedures are regularly reviewed and followed.
Liaise between IRE/UK based functions such as Account Management, Product Management, Technology and finance and El Salvador based operations team.
Act as day to day contact point for third party partners for whom Customer Contact services are provided for.
Ensure Service Levels and Quality Assurance scores are meeting required levels while working alongside offshore and IRE/UK team to recommend actions and improvements if needed.
Assist with rollout of new programs, technology, and ways of working as required.
Produce Management Reports on service performance and customer contact drivers to aid improvements to programs and Customer Service Delivery.
Support offshore teams handling customer escalations either by telephone, email, social media, and internal cases ensuring Blackhawk complaint handling processes are followed and adhered to.
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 assist with other back office support functions as required in delivery of customer service operations.
Be an active part of the wider IRE/UK Customer Service Management team supporting other colleagues as needed.
Advise on areas of improvements to Customer Service Delivery both in the IRE/UK and El Salvador as relevant
Support and liaise with BHN Customer Support colleagues within the European Customer Service function and Globally with teams in the US and El Salvador.
Proactively review and work within company policies, standard operating procedures, company, and legislative updates to ensure you are working in line with best practice and business risk is minimised
Display positive examples of the company Beliefs (Real, Accountable, One Team and Innovative)

Qualifications:

Ideally 12 months experience of working within a contact centre environment or experience working as part of a customer service operation delivered from multiple locations.
Experience working as part of a virtual team alongside colleagues in overseas remote locations as well as in the IRE/UK
Confidence in and experience of dealing with difficult and complex customer situations
Excellent verbal and written communication skills
Confident presenting and leading meetings involving stakeholders of varying levels of seniority
Experience and confidence with Microsoft Office Products
Ability to work both as part of a team whilst also able to work independently
Strong reliability and adaptable to fast changing objectives and priorities

Benefits:

We offer a competitive range of Employee Benefits that are designed to give all our employees a better quality of work-life, decrease stress and foster a great culture.

Benefits include: 23 days annual leave with additional appreciation days, additional leave for your wedding and volunteering, time off for your birthday, life assurance, health insurance, cyclescheme, employee assistance programme and flyers, our leading recognition programme with financial rewards. We also offer a wide variety of other benefits to support your physical and mental health.

Additionally, we also offer hybrid working, a variety of ways for you to save money including a 10% discount when purchasing one4all cards, social and sport events and gym discounts.

Blackhawk Network

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