At Blackhawk Network (BHN), we empower businesses by offering the world’s largest network of branded payment solutions. From gift cards and e-gifts to corporate payouts and rewards, we deliver innovative, seamless solutions globally through our network of over 400,000 consumer touchpoints. Job Title: Call Centre Agent Contract: Permanent Workplace: Hybrid – 2 days in office per week in Apsley, Hemel Hempstead, UK Hours: 35 hours (various shifts cover Monday – Saturday 8am-8pm and Sunday 9am – 6pm) Reports to: Call Centre Team Lead This role is based in the UK contact centre and is responsible for providing both first and second line support. The position involves close collaboration with internal account teams and the El Salvador contact centre. Delivering high-quality customer service across multiple contact channels, including phone and email, is a top priority. What You’ll Do Call Handling : Ensure calls are answered within SLA (Service Level Agreement) guidelines and handled professionally and politely. Email Management : Ensure emails are answered within SLA guidelines and executed using written templates to the highest possible standard. First Call Resolution : Strive to achieve first call resolution by effectively addressing customer inquiries and issues during the initial contact. Customer Service Excellence : Deliver high-quality customer service by maintaining a positive attitude, being responsive to customer needs, and providing accurate information. Company Beliefs : Display positive examples of the company Beliefs: Real, Accountable, One Team, and Innovative. Policy Adherence : Proactively review and adhere to company policies, standard operating procedures, and legislative updates to ensure compliance with best practices and minimize business risk. What We’re Looking For Customer Service Experience : Previous experience in a customer service role is preferred but not essential. This background helps in understanding customer expectations and delivering satisfactory service. Communication Skills : Excellent verbal and written communication skills. This includes the ability to convey information clearly, listen actively, and respond appropriately. Technical Proficiency : Proficiency in Microsoft Word, Excel, and Teams is required. These tools are used for documentation, data analysis, and team collaboration. Teamwork : Strong teamwork skills to work effectively with colleagues in the UK and El Salvador contact centres. Reliability and Adaptability : High reliability and adaptability to changing rotas are important. What We Offer Work-Life Balance: 25 days annual leave plus additional appreciation days, birthday time off, and volunteering leave. Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests. Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond card. Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health. Recognition: Participate in Flyers, our leading recognition program with financial rewards. Candidate Journey at BHN Stage 1: Shortlisting of suitable candidates Stage 2: Screening Call Stage 3: Interview(s) with Hiring Manager(s) Stage 4: Feedback/Hired Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career