Customer Contact Centre Advisor (Payments / Technical Support)
Contact Centre Representative – Role Profile
Overview The Customer Contact Centre provides critical operational support to customers across the UK payments ecosystem, including banks, payment schemes, ATM operators and internal colleagues. Operating in a regulated, service‑critical environment, the team supports services that must operate reliably, securely and to agreed service levels. The role provides a strong entry point into Customer Operations and the wider Vocalink organisation, building foundations in customer service, incident handling and service management. We’re based on the outskirts of Harrogate, with secure parking and on‑site facilities including a subsidised café, bean‑to‑cup coffee, bike storage, prayer room and showers. Role The Contact Centre Representative acts as a first point of contact for customers, supporting the handling and progression of enquiries and incidents, and working closely with internal operational and technical teams to ensure effective service delivery. The role reports to the Supervisor, Contact Centre. Key Responsibilities Responsibilities include: Acting as a first point of contact for customers across a range of services. Supporting customer enquiries, technical queries and requests for guidance or planned maintenance. Progressing incidents and service requests in line with agreed processes and service levels. Working collaboratively with internal teams to support timely resolution. Maintaining accurate records, logs and hand‑overs. Applying structured processes and sound judgement, particularly in time‑critical or high‑pressure situations. Escalating issues appropriately and contributing to a positive, service‑focused team environment. All About You / Experience Essential Experience working in an office or professional environment. Experience in a customer‑facing or service‑oriented role. Strong communication skills, with the ability to engage clearly and professionally. Ability to work under pressure and manage competing priorities. High levels of accuracy and attention to detail. A proactive, customer‑focused approach and willingness to learn. Desirable Experience working in a regulated or controlled environment. Experience in financial services, payments, or a Service Desk / operational support role. Understanding of incident, request or service management concepts. ITIL Foundation qualification or familiarity with ITIL principles. Working Pattern & Development 4 days on, 4 days off shift pattern, working 8am to 8pm, subject to operational requirements. Full structured training and onboarding provided. Once fully trained and meeting role expectations, colleagues may work from home for up to two days per week, in line with Mastercard's Hybrid Work Policy. Opportunities for ongoing development and progression within Customer Operations and the wider organisation. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
About Us SharkNinja is a global product design and technology company, with a... ...designed to provide valuable exposure to the industry and a fast-paced professional environment... ...influence design decisions at the highest level. - Build visual and functional prototypes...
job summary: Shape cutting-edge technology with an industry leader! Our Client seeks a Technical Writer in Fairport, NY. If you have a Bachelor's degree, 3+ years of technical writing experience, and strong MS Office proficiency, join us to create vital engineering...
...About Us: AdVictory is an award-winning D.C.-based digital advertising technology and services firm specializing in political campaigns, advocacy organizations, and political action committees. Since 2015, weve helped right-of-center clients plan, launch, optimize,...
...Pediatric Home Care Registered Nurse (RN) Pensacola, FL Family First Homecare is one of the largest private duty nursing companies in the nation and growing! Now that we have joined forces with Aveanna Healthcare, our care teams and our patient population have never...
...Director of Community EngagementFocus: TexasAbout the businessA US data centre developer backed by an established real estate development business, delivering large-scale infrastructure for cloud and AI customers.The business is seeking a Director of Community...