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Job Details :

Salary: Competitive Position: Full Time Location: Hemel Hempstead
Posted: Last Thursday at 5:06 PM Job Type: Permanent

Job Description:

The UK 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.

To provide first level support to the UK customers to ensure the highest level of customer service, making sure queries are resolved as soon as possible and escalating where required. Currently we operate 7 days a week between 8am-8pm and schedules operate on a shift basis to service our customers during these hours.

  • 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) always.
  • Ensure calls are answered within the SLA guidelines, company processes and are handled professionally and politely.
  • Ensure emails are answered within the SLA guidelines and are executed using the written templates alongside company processes to the highest possible standard.
  • Aim to achieve first call resolution and to deliver high quality customer service in every interaction.

Essential Skills:

Previous experience in a customer service role preferred.Ability to work under pressure.Ability to handle difficult or challenging conversations.Able to work as part of a wider customer service team.Good customer service and prioritisation skillsAct as a professional role model always.

About Company:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, ethnicity, religion, age, gender, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law. Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation and training.

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