At NiCE, we don&#x2019;t limit our challenges. We challenge our limits. Always. We&#x2019;re ambitious. We&#x2019;re game changers. And we play to win. We set the highest standards and execute beyond them. And if you&#x2019;re like us, we can offer you the ultimate career opportunity that will light a fire within you. Job Description Senior Product Customer Success Manager Region: US, UK Location: Remote Reports To: Manager, Product Customer Success The Customer Success Team With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved. Role Purpose Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio. Key Responsibilities <ul><li>Manage multiple accounts/workstreams in a small portfolio. </li><li>Deliver complex technical integrations and projects. </li><li>Understand clients&#x2019; contracts and interpret these to create win-win outcomes and avoid issues. </li><li>Maintain a strategic success plan for each client, building on their business drivers. </li><li>Develop operational client stakeholder relationships, becoming a partner and trusted advisor. </li><li>Help customers understand and adopt relevant CE features and functionality. </li><li>Construct and validate business cases. </li><li>Deliver quarterly business reviews internally and to clients. </li><li>Monitor and effectively communicate metrics, performance and value. </li><li>Coach and train CSMs. </li><li>Quality assurance of CSM deliverables. </li><li>Assist CSMs with client escalations, acting as the first escalation point. </li><li>Partner with sales, professional services, and technology teams. </li><li>Identify and communicate growth opportunities. </li><li>Provide technical, customer experience, security and project delivery guidance. </li></ul>Experience And Skills <ul><li>Undergraduate degree </li><li>Proven experience in client account/relationship management, or customer success </li><li>Proven experience in technical and customer-facing project delivery, including API integrations </li><li>Management of programs or multi-threaded projects </li><li>Experience in account renewals/upsells/cross-sells </li><li>Significant experience in business analysis and creating business requirements </li><li>Strong commercial awareness </li><li>Creation of business cases for initiatives and projects and &#x2018;selling&#x2019; those to stakeholders </li><li>Significant experience in data analysis using Excel or other tools </li><li>Great verbal and written communication skills </li><li>Experience of working in/with large corporates, navigating/managing processes </li></ul>NICE to have <ul><li>Postgraduate degree in a technical or business subject </li><li>Project mgt qualification </li><li>Experience in data analysis using advanced tools </li><li>Fluency in another language </li></ul>Attributes <ul><li>Team builder </li><li>High EQ, with the ability to quickly connect with others and adapt communication styles </li><li>Takes accountability and ownership </li><li>Drives continuous improvement </li><li>Participates actively in meetings and team communications </li><li>Generates ideas </li><li>Proactively offers help </li><li>Future-focused </li><li>Solution-based thinking </li><li>Able to articulate technical information clearly and simply </li><li>A curious and questioning approach </li><li>Able to easily context switch and multitask </li><li>Able to operate under time and stakeholder pressure </li></ul>About NiCE NICE&#x202F;Ltd. (NASDAQ: NICE)&#x202F;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&#x202F;fight financial crime&#x202F;and ensure public safety.&#x202F;Every day, NiCE software manages&#x202F;more than&#x202F;120 million customer interactions and monitors&#x202F;3+&#x202F;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Senior Product Customer Success Manager

Customer Service InternRemote UK | Part-Time / Full-Time | Internship | Training Provided | Immediate Start One of our clients is looking for a Customer Service Intern to join their growing team on a remote basis.This is an excellent opportunity for a student, recent graduate or early-career candidate looking to gain valuable customer service, communication and business experience in a professional working environment.No extensive previous experience is required. The client is looking for someone who is enthusiastic, reliable, willing to learn and enjoys helping people.What You&#x2019;ll GainThis internship is designed to give you practical experience that can help you take the next step in your career.You will develop skills in:<ul><li>Customer service and customer communication</li><li>Email and telephone communication</li><li>Handling customer enquiries</li><li>Problem-solving and complaint resolution</li><li>CRM and customer management systems</li><li>Administration and data entry</li><li>Teamwork and professional communication</li><li>Remote working and time management</li></ul>Key Responsibilities<ul><li>Respond to customer enquiries by email, phone and online channels</li><li>Provide helpful and professional customer support</li><li>Assist customers with questions, requests and basic issues</li><li>Record customer interactions accurately in internal systems</li><li>Escalate complex queries to the appropriate team member</li><li>Follow up with customers where required</li><li>Assist with customer records and administrative tasks</li><li>Support the wider customer service team with day-to-day activities</li><li>Help maintain a positive customer experience</li><li>Learn and follow company processes and service standards</li></ul>Who We&#x2019;re Looking ForThis role could suit:<ul><li>Students looking for practical work experience</li><li>Recent graduates</li><li>College or university leavers</li><li>Candidates looking for their first office-based role</li><li>Individuals changing career</li><li>Junior Customer Service candidates</li><li>Candidates interested in Customer Service, Administration or Business</li></ul>You don&apos;t need extensive professional experience. Attitude, communication skills and willingness to learn are more important.Skills &amp; QualitiesWe are looking for someone who has:<ul><li>Good written and verbal communication skills</li><li>A friendly and professional approach</li><li>Strong listening and interpersonal skills</li><li>Good attention to detail</li><li>Basic computer skills</li><li>A positive and willing-to-learn attitude</li><li>Good organisation and time-management skills</li><li>The ability to work independently and as part of a team</li></ul>Remote WorkingThis is a remote UK opportunity, giving you the flexibility to gain professional experience while working from home.You will receive appropriate training and support to help you understand the role, systems and customer service processes.Apply NowIf you are motivated, enthusiastic and looking for an opportunity to gain real-world customer service experience, we would like to hear from you.Apply today to start building your professional experience and develop skills that employers value.We aim to respond to applicants within 15 days.

Customer Service Intern

By joining Sedgwick, you&apos;ll be part of something truly meaningful. It&#x2019;s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there&#x2019;s no limit to what you can achieve. Customer Service Associate Job Location: United Kingdom - remote working Job Type: Permanent Remuneration: Competitive salary taking into account skills, experience and qualifications Support Customers When It Matters Most We&apos;re looking for Customer Service Associates to join our team and play a vital role in delivering an outstanding customer experience throughout every stage of the customer journey. This is an excellent opportunity for someone who enjoys helping people, solving problems and making a positive difference. You&apos;ll act as a key point of contact for customers, providing support, guidance and reassurance while ensuring they remain informed and supported throughout their experience with us. In this role, you&apos;ll take ownership of customer queries, provide regular updates, manage expectations and help customers understand what happens next. Whether you&apos;re answering questions, resolving concerns or coordinating updates from colleagues and suppliers, you&apos;ll play an important part in ensuring every customer receives a professional, personalised and empathetic service. No two days are the same. You&apos;ll work closely with operational teams and internal stakeholders to maintain progress, remove barriers and deliver positive customer outcomes. You&apos;ll also identify opportunities to improve the customer experience by capturing feedback, recognising recurring themes and helping drive continuous improvement across our service. We&apos;re keen to hear from individuals with experience in customer service, claims, insurance, financial services, contact centres or other customer-facing environments. Most importantly, you&apos;ll be someone who genuinely enjoys helping people, communicates effectively and takes pride in delivering excellent service. Success in this role requires a customer-focused individual who can remain calm under pressure, manage competing priorities and build trust with customers during potentially challenging situations. You&apos;ll be organised, proactive and committed to delivering fair and positive outcomes while maintaining quality and compliance standards. The skills you will have when you apply: <ul><li>Customer Service Excellence &#x2013; Passion for delivering exceptional customer experiences and building positive relationships.</li><li>Communication Skills &#x2013; Ability to explain information clearly, listen actively and adapt your communication style to individual customer needs.</li><li>Empathy &amp; Customer Care &#x2013; Genuine commitment to supporting customers, recognising vulnerability and providing appropriate assistance.</li><li>Ownership &amp; Problem Solving &#x2013; Takes responsibility for customer queries, manages expectations effectively and seeks positive resolutions.</li><li>Relationship Building &#x2013; Able to build trust and maintain professional relationships with customers, colleagues and external partners.</li><li>Organisational Skills &#x2013; Capable of managing multiple tasks, maintaining accurate records and prioritising workloads effectively.</li><li>Collaboration &#x2013; Works effectively with colleagues across teams to ensure a seamless customer experience.</li><li>Attention to Detail &#x2013; Maintains high standards of accuracy, quality and compliance in all aspects of work.</li><li>Continuous Improvement &#x2013; Identifies opportunities to improve processes, customer outcomes and service delivery.</li><li>Technology Skills &#x2013; Comfortable using systems and technology, with the ability to quickly learn new processes and tools. </li></ul>What we&apos;ll give you for this role: Remuneration &amp; More <ul><li>Competitive salary taking into account skills, experience and qualifications</li><li>A Self Invested Personal Pension Scheme (SIPP)</li><li>Holiday allowance of 25 days plus bank holidays</li><li>Flexible working from our office or your home </li></ul>Health &amp; Support <ul><li>Private healthcare plan (including pre-existing conditions)</li><li>Life assurance</li><li>Group Income Protection </li></ul>Other Benefits <ul><li>Voluntary benefits including dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP applications</li><li>Employee Assistance Programme for employee wellbeing</li><li>Discounts on various products and services </li></ul>This isn&apos;t just a position, it&apos;s an opportunity to make a real difference At Sedgwick, you&apos;ll have the opportunity to build a rewarding career while helping customers navigate important moments with confidence and support. Through our Sedgwick University offering, you&apos;ll have access to one of the most comprehensive learning and development programmes in the industry, including more than 15,000 on-demand courses, role-specific training and opportunities to continue formal education. Together, we&apos;re creating exceptional customer experiences, developing talented people and building a culture where everyone can thrive. Next steps for you: Think we&apos;d be a great match? Apply now &#x2013; we want to hear from you. If you&apos;re unsure whether you have all the skills needed then do apply &#x2013; we are looking for all backgrounds from experienced customer service professionals to those looking to build a new career, and everyone in-between. Not only that, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/family status, race, religion, sex or sexual orientation. After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person).

Customer Service Associate

Travel Consultant (Customer Experience Executive)UK based Remote roleBasic salary &#xA3;26,222 per annum + benefits + comm OTE &#xA3;32k+ This long established, Multi Award-Winning Worldwide Tour Operator has been bringing together the world&#x2019;s most popular destinations, hotels, and imaginative holiday itineraries. They are now on the lookout for passionate, talented, outgoing and enthusiastic Travel Consultants from a Tour Operator background to join their UK wide Remote / Homeworking Customer Experience Team. The role will deal with all customer interactions throughout the customer lifecycle, and to maximise holiday conversion opportunities and to deliver high level customer service. Travel Consultant (Customer Experience Executive) Responsibilities<ul><li>To ensure all incoming calls are answered promptly and dealt with to the best of ability</li><li>Respond to and follow up on incoming sales and customer care enquiries received by telephone and email</li><li>To accurately complete holiday bookings and amendments following instructions and using correct codes, prices and taking care to update database</li><li>Maximise up sale opportunities by ensuring clients are offered upgrades and extras on every booking</li><li>Assisting clients with all further customer care activities including collecting payments, booking ancillaries with airlines, informing clients of changes to their holiday, processing brochure order requests and general queries</li><li>Attend any relevant training/overseas educational visits provided by the company to develop knowledge and skills</li><li>Ensure clients are sent all relevant holiday documentation upon booking and explaining online check in and Manage my Booking</li></ul> Now Let&apos;s Talk About You!<ul><li>UK based Travel Consultant from a Tour Operator background</li><li>Customer centric personality with a passion for travel is a must</li><li>Professional and courteous in all interactions verbal or non-verbal</li><li>Great telephone manner, possessing excellent multi-tasking and organisational skills</li><li>Good PC skills</li></ul> What&apos;s on Offer?<ul><li>Basic salary &#xA3;26,222 per annum, with fantastic benefits on offer, plus commission OTE &#xA3;32,000+</li><li>UK based Remote/Homeworking role (There are no opportunities to work from overseas)</li><li>On the job professional training and team building events</li><li>Educational visits overseas and travel opportunities</li><li>Private pension, Private health cover &amp; Life cover</li><li>Long service awards scheme</li><li>Annual leave buy and sale scheme</li><li>Personal days</li><li>Professional learning sponsorship and professional subscriptions</li><li>Enhanced payment for maternity and paternity leave</li><li>Nursery vouchers</li></ul> Interview &amp; Job OfferIf your one and only video interview (conducted via Microsoft Teams) with the Tour Operator is successful, you will be offered the role to commence your 2 weeks Training &amp; Induction programme on full basic salary. The training hours are 9am - 5,30pm, Monday-Friday, which will be held at our client&#x2019;s HQ situated in the South-East of London area. For candidates living in different parts of London, Home Counties and the UK, our client will provide free hotel accommodation at the Premier Inn by their HQ, during your 2 weeks Monday-Friday training programme. Tour Operator Opening Hours9am-5.30pm, Monday to Sunday, you will be working 37.5 hours, 5 days a week, 1 of those days must include a weekend day. Sound Like You? If so, we&#x2019;d love to hear from you! Due to the high number of applications, we will only get back to suitable candidates. If you have not heard back from us within 3 working day of applying, unfortunately your application on this occasion was not successful.

Travel Consultant

Key Details Salary: &#xA3;24,784.50 per annum, paid monthly Benefits: Incentive programme, employee recognition platform, progression opportunities, and an award-winning culture! Opening Hours: Shifts between Monday to Friday, 08:00 to 17:00 with occasional Sunday support on a rotational basis Contract Type: Permanent, full-time (37.5 hours per week) Location: Work from Home, UK-based only Training: 2 weeks between Monday to Friday, 08:00 to 16:30 or 08:30 to 17:00 (fully paid) Start Date: ASAP Please note that we are unfortunately not able to offer sponsorship for this role. What will I be doing? As a Customer Service Representative with Foundever&#xAE; and Kellanova, you&#x2019;ll deliver empathetic, professional support to consumers via both calls and emails. You&apos;ll support English speaking customers, helping them with product questions, quality concerns, and general enquiries for iconic brands including Kellogg&apos;s cereals, Pringles, and Cheez-It. We are dedicated to delivering exceptional service to our consumers and fostering genuine connections. We thrive in a dynamic environment where your outstanding communication skills will shine as you engage with consumers across various channels. You&apos;ll have the chance to leverage cutting-edge AI-powered translation tools that seamlessly integrate into our central database system. This is more than just a job; it&#x2019;s an opportunity to represent iconic brands and make a meaningful impact on consumer satisfaction! Primary Responsibilities <ul><li>Respond with Empathy:&#x202F;Address all consumer inquiries within established timeframes, ensuring each interaction is personalised and empathetic.</li><li>Product Expertise:&#x202F;Develop an in-depth understanding of Kellogg&apos;s, Pringles, and Cheez-It products and services to provide informed assistance.</li><li>Effective Issue Escalation:&#x202F;Recognize when complex issues require escalation to the appropriate departments to ensure timely resolution.</li><li>Professional Communication:&#x202F;Handle all correspondence professionally across various communication channels, maintaining a high standard of service.</li><li>Accurate Documentation:&#x202F;Document all consumer interactions meticulously, adhering to established procedures to ensure consistency and quality.</li><li>Administrative Record Maintenance:&#x202F;Maintain and update all necessary administrative records accurately to support operational efficiency.</li><li>Tailored Solutions: Utilize comprehensive product knowledge to offer appropriate solutions that meet consumer needs.</li><li>Quality Assurance:&#x202F;Meet and exceed quality monitoring standards to maintain the integrity of our service.</li><li>Language Assistance:&#x202F;You will facilitate communication in English and Spanish as needed, utilizing available translation tools and communication channels.</li><li>Performance Goals:&#x202F;Achieve and surpass daily and weekly performance targets, contributing positively to the team&#x2019;s success.</li><li>Ad Hoc Tasks:&#x202F;Complete additional tasks as assigned, with full training provided to support your success in the role. </li></ul>Who are we looking for? We Are Seeking Individuals Who Have <ul><li>Excellent interpersonal and communication skills (verbal &amp; written) to a fluent standard of English, with an ability to personalise communications</li><li>Demonstrated customer service experience or natural aptitude</li><li>Past sales experience in a retail environment is preferred</li><li>Ability to create genuine rapport and show empathy in consumer interactions</li><li>Strong organisational abilities</li><li>Proficiency with MS Word/Excel</li><li>Outstanding communication skills with ability to maintain composure in all situations</li><li>Self-motivated with ability to work independently under pressure to meet deadlines</li><li>Attention to detail is needed on every level and at every aspect of the consumer journey</li><li>Ability to follow a process on a live call </li></ul>Who is Foundever&#xAE;? Foundever&#xAE; is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we&#x2019;re the team behind the best experiences for +800 of the world&#x2019;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Why join Foundever&#xAE;? At Foundever&#xAE;, you&#x2019;ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you&#x2019;re just starting out or bring years of expertise and are looking for a fresh challenge &#x2013; we&#x2019;re committed to ensuring you thrive every step of the way to create your best moments. If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from YOU! Plus, for those aspiring to build a career in customer experience, you&apos;ll be intrigued to discover that Foundever&#xAE; is a place where 84% of people grow. Work from Home Requirements Requirements This role is only offered on a Work from Home basis, however electronic equipment is provided by us. To be eligible to work from home, you must meet the below requirements: <ul><li>You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported)</li><li>You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. This cannot be in a shared space, nor can any other devices be present during working hours (including smart listening devices in the room, such as mobile phones, or any voice command tech). You must also not use any pen/paper or any writing materials. No other people, such as dependants can be in the same room during working hours. </li></ul>How to Apply Customer obsession is at the heart of what we do. If that resonates with you, we&#x2019;d love to hear from you! Please click the &#x2018;Apply now&#x2019; button on this advert and we&#x2019;ll be in touch&#x2026; If your application is shortlisted, you can look forward to experiencing the following journey with us: <ul><li>Intro Call: Meet with our in-house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have!</li><li>Online Assessment: Complete our quick and simple online assessment, designed to test your written abilities, problem-solving abilities and how you may approach some real-world customer scenarios.</li><li>Interview: Attend a competency-based interview and short written assessment with our Hiring Team via video call.</li><li>Client Meet-and-Greet: Meet with our Client for a meet-and-greet via a video call. </li></ul>Apply Now! We look forward to reviewing your application! Foundever&#xAE; is an equal opportunity and Disability Confident employer. We value our diversity and we&#x2019;re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we&#x2019;ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Edinburgh@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the &apos;Apply now&apos; button on this advert. Any applications sent to this email address will not be considered. The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever&#xAE;, and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed. [ever] creative. [ever] committed. [ever] connected. foundever.com | Create connection. Value conversation.

Customer Service Representative Remote

About Lendable Lendable is on a mission to build the world&apos;s best technology to help people get credit and save money. We&apos;re building one of the world&#x2019;s leading fintech companies and are off to a strong start: <ul><li>One of the UK&#x2019;s most exciting unicorns with a team of over 800 people</li><li>Among the fastest-growing tech companies in the UK</li><li>Profitable since 2017</li><li>Backed by top investors including Balderton Capital and Goldman Sachs</li><li>Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) </li></ul>So far, we&#x2019;ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers&#x2019; hands in minutes instead of days. We&#x2019;re growing fast, and there&#x2019;s a lot more to do: we&#x2019;re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to <ul><li>Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1</li><li>Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions</li><li>Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting </li></ul>About The Role At Lendable, we&apos;re on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we&#x2019;ve been reshaping consumer credit by blending exceptional talent with cutting-edge technology. We&#x2019;re looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you&#x2019;ll play a key role in defining and managing critical operational processes from start to finish, making a real impact every day Working Hours: Rotating weekly shifts to align with US operating hours: <ul><li>Shift 1: 12:00 PM&#x2013;9:00 PM UK time (Monday&#x2013;Friday). WFH Monday &amp; Friday, Tuesday - Thursday in office.</li><li>Shift 2: 4:00 PM&#x2013;1:00 AM UK time (Monday&#x2013;Friday). - Fully remote. </li></ul>Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time. Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed). Your profile <ul><li>At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others.</li><li>You&#x2019;re curious, quick to assess situations, and skilled at finding effective solutions.</li><li>Excellent written and verbal communication skills, active listening and rapport-building abilities.</li><li>You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure.</li><li>Comfortable with technology and quick to learn new software.</li><li>Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.</li><li>Enjoy solving problems independently, multitasking, and improving processes.</li><li>Spanish Speaking, desirable but not essential. </li></ul>What You&apos;ll Be Doing <ul><li>Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).</li><li>Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.</li><li>Coordinating across internal teams and external partners to drive the success of the US Cards program.</li><li>Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.</li><li>Escalating risks or potential risks that may negatively impact good customer outcomes.</li><li>Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.</li><li>Meeting defined individual and team performance targets to ensure delivery of key business and department objectives. </li></ul>Nice to haves <ul><li>Previous experience in financial services or consumer lending environments.</li><li>Familiarity with US-based work environments and customer expectations. </li></ul>Interview Process <ul><li>An intro call with a member of the Talent Team</li><li>Role-specific interview - Onsite</li><li>Final stage interview with the head of department </li></ul>Salary Range: &#xA3;30K&#x2013;&#xA3;39K (includes an allowance for unsociable hours). Life at Lendable <ul><li>Winning team: the opportunity to scale up one of the world&#x2019;s most successful fintech companies</li><li>Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites</li><li>Socials &amp; connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls</li><li>Health coverage: support for your physical and mental wellbeing, including private health cover</li><li>Retirement &amp; savings: long-term financial wellbeing through retirement savings plans</li><li>Employee referral programme: earn a competitive bonus when you refer successful new team members</li><li>Office meals &amp; snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations</li><li>Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations </li></ul>Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

Customer Service Specialist (US Cards)

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams &#x2014; People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more &#x2014; provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block. The Role As a member of our Internal Dispute Resolution team (Escalations) you will help solve our customer&#x2019;s most complex issues. Working in collaboration with a mix of both onshore and offshore teams you will join our complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for supporting, upholding, and promoting internal policies and processes in order to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams. You Will <ul><li>Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory requirements.</li><li>Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.</li><li>Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).</li><li>Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required.</li><li>Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints.</li><li>Partner with operational leadership to ensure complaint SLAs, efficiency metrics, and quality expectations are being met by offshore support teams. </li><li>Balance quality, productivity and service standards in your day to ensure KPIs are delivered. </li></ul>You Have <ul><li>Minimum of 2 - 3 years experience in Customer Service roles, with specific Escalations / Complaints Experience. </li><li>Experience working in a regulated financial services role under FCA regulations.</li><li>Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels. </li><li>A self-motivated, analytical mindset and thrive in dynamic environments with evolving priorities.</li><li>Strong time management skills.</li><li>Excellent written and verbal communication skills.</li><li>Experience in staying calm and providing support to difficult or vulnerable customers over the phone. </li><li>Strong attention to detail and the tenacity to seek a solution to a problem. </li></ul>We&apos;re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and &#x201C;fair chance&#x201D; ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we&apos;re doing to build a workplace that is fair and square? Check out our I+D page. While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted. Application Guidelines Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed. Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. Contact us here with hiring practice or data usage questions. Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block. Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we&#x2019;re helping build a financial system that is open to everyone. Privacy Policy

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