Service Center Agent I
Blackhawk Network Hemel Hempstead, United Kingdom
About Blackhawk Network:
BHN's single global platform enables businesses to access the world's largest network of branded payment solutions, including gift cards, egifts, corporate payouts, and rewards. With over 400,000 consumer touchpoints, BHN is dedicated to helping businesses grow revenue and engage consumers. Learn more at BHN.com.
Overview:
This role is based in the UK contact centre and is responsible for providing first and second line support, working closely with internal account teams and the El Salvador contact centre. Providing high-quality customer service is always a priority via several contact channels.
Purpose of the role:
To provide first level support to UK customers, ensuring the highest level of customer service and resolving queries as soon as possible while escalating when required.
Responsibilities:
1. Proactively review and work within company policies, standard operating procedures, and legislative updates to ensure best practices and minimize business risk.
2. Display positive examples of the company beliefs (Real, Accountable, One Team, and Innovative) at all times.
3. Ensure calls are answered within SLA guidelines and handled professionally and politely.
4. Ensure emails are answered within SLA guidelines using written templates to the highest standard.
5. Achieve first call resolution and deliver high-quality customer service.
Qualifications:
1. Previous customer service experience.
2. Excellent verbal and written communication skills.
3. Experience with Microsoft Word, Excel, and Teams.
4. Good teamwork skills.
5. Strong reliability and adaptability to changing rotas.
Benefits:
We offer a competitive range of employee benefits designed to improve work-life quality, reduce stress, and foster a great culture. Benefits include a competitive contributory pension, 25 days annual leave, life assurance, group income protection, and a leading recognition programme with financial rewards. Additional benefits support physical and mental health, including private medical insurance, Cyclescheme, free eye tests, and an employee assistance programme. We also provide flexible hybrid working, additional leave for weddings and volunteering, enhanced maternity, paternity, and adoption pay, ad hoc appreciation days, and a day off on your birthday. Savings options include discounts of up to 15% at various retailers using your bYond card, techscheme, green car scheme, and season ticket loans.
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