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About the Role
You'll be the first point of contact for Flatpay merchants, helping them get set up, resolve issues, and feel supported at every step.
Responsibilities
- Handle inbound and outbound calls to support merchants with their setup, queries, and overall experience
- Resolve customer enquiries and support tickets accurately and at pace
- Prepare onboarding contracts and ensure all documentation is completed and submitted correctly
- Keep customer satisfaction data up to date and flag trends or issues to the wider team
- Work closely with internal teams to share customer insights and help improve processes
- Bring forward ideas based on customer conversations to help us make better decisions
Requirements
- Previous experience in a customer service or similar role
- Fluent in English
- Right to work in the UK (unfortunately we can't offer visa sponsorship right now)
- Bonus: experience in the payments or fintech sector
Skills
- Clear, confident communicator, comfortable on the phone and in writing
- Strong attention to detail, especially when handling documentation
- Proactive problem-solver who doesn't wait to be told what to do
- Organised and able to manage multiple tasks without dropping the ball
- Customer-first mindset with a positive, can-do attitude
- Comfortable working both independently and as part of a team
Location
- London, White City
Work Type
- Onsite
- Full-time
Benefits
- Medicash EAP and Medicash Proactive health support
- Bupa Select private healthcare
- Refer-a-friend scheme: earn up to £500 for every successful referral
About the Company
- Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.
- At Flatpay, how we work matters as much as what we achieve.
- Happy Humans: We bring energy to our work and create teams people enjoy being part of.
- No Assholes: We perform at a high level while treating colleagues and customers with respect.
- It's Our Business, Own It: Everyone takes responsibility and manages their work like it's their own business.
- Start With No: We challenge ideas, think commercially and focus on what truly creates value.
- Sky-High Ambitions: We set bold goals and expect people to keep raising the bar.
- The Best Argument Wins: Titles don't decide outcomes. We debate openly to reach the best decisions.