Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Act as a key driver of operational excellence and client satisfaction by troubleshooting friction points, investigating systemic issues, and partnering across business teams to resolve problems at their root. Champion a seamless customer experience while ensuring backend processes run efficiently.

Responsibilities

• Project manage large corporate payment deals end-to-end, ensuring the highest level of customer care.
• Build and evolve effective processes to support scalable Customer Operations, identifying and improving gaps or inefficiencies.
• Deliver successful data capture for projects and payment instructions with attention to detail for accuracy and compliance.
• Follow communication procedures, maintain accurate customer interaction records, and escalate issues as required.
• Handle complaints, provide timely solutions, and follow up to ensure resolution.
• Offer support and mentorship to team members, champion best practices, and contribute to team workload during absences.
• Provide excellent customer service by responding promptly and efficiently to calls and emails within agreed timescales.
• Track key performance metrics, make data-driven decisions, and report performance to senior management.
• Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues.
• Maintain compliance with policies, regulations, and quality standards in all customer operations processes.

Requirements

• Proven track record in Payments and Customer Operations and building effective customer relationships.
• Previous experience in Legal and/or Payments sectors, with a strong understanding and passion in customer experience.
• Enjoy fixing problems by investigating root causes and collaborating on solutions.
• Thrive working as part of a fast-paced and highly collaborative team passionate about great customer and user experience.
• Project management experience is a plus.

Work Type

• Flexible hours
• Hybrid work

Experience Level

• Mid-level
• Senior level

Benefits

• Flexible working options

About the Company

• Shieldpay is an equal opportunities employer.

Equal Opportunity

• Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.