Customer Operations Analyst

Shieldpay; Greater London; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Hybrid Working

Pension Contribution

Private Medical

Life Assurance

Season Ticket Loans

Personal Development

4 You Days

28 Days Holiday

Menopause Support

Enhanced Allowances

Compassionate and Sick Leave

Job summary

Shieldpay in London is looking for a Customer Operations Analyst to drive operational excellence and ensure top-tier client satisfaction. You’ll troubleshoot friction points, investigate systemic issues, and partner across the business to fix root causes while keeping backend processes fast and efficient.

You’ll project-manage large corporate payment deals end-to-end, delivering high-quality customer care and continuously improving processes for scalable operations in a fast-paced environment.

Qualifications

• Experience in Payments and Customer Operations is a strong plus.
• Ability to identify root causes and collaborate to fix problems.
• Strong communication and stakeholder management skills.

Responsibilities

• Act as a driver of operational excellence and client satisfaction.
• Troubleshoot friction points and investigate systemic issues.
• Project manage large corporate payment deals end-to-end.
• Help build and evolve processes to support scalable Customer Operations.
• Deliver accurate data capture for projects and payment instructions.
• Maintain compliant and accurate records of customer interactions.
• Provide guidance and mentorship to team members.

Job description

• As a Customer Operations Analyst, you will act as a key driver of operational excellence and client satisfaction
• You will troubleshoot friction points, investigate systemic issues, and partner closely with teams across the business to fix problems at their root
• In this role, you’ll champion a seamless customer experience while keeping backend processes running fast and efficiently
• Project managing large corporate payment deals end-to-end. Ensuring the customer is provided with the highest level of customer care throughout
• Help to build and evolve effective and efficient processes to support scalable Customer Operations, identifying gaps or inefficiencies in processes and work with colleagues to make improvements – continually looking for ways to improve
• Deliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliant
• Follow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalate issues where required
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Offer support and mentorship to team members, championing best practices, contributing to the team workload by collaborating with other team members to ensure all processes are covered during staff absences
• Ensure we provide an excellent customer service by responding to calls and emails in a prompt and efficient manner – ensuring all correspondence and/or calls from customer and partners are responded to within agreed timescales
• Track key performance metrics and make data-driven decisions; regularly report on performance to senior management
• Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues
• Maintain compliance with policies, regulations, and quality standards in all customer operations processes

Benefits

• 28 Days Holiday: Relax and recharge with our enhanced allowance, plus UK bank holidays
• 4 You Days: Life can be tough. For these days employees can take a You Day each quarter, on short notice
• Hybrid Working: We value in-person collaboration. Our people are in the office multiple times a week
• Flexible Working: We are pleased to treat our employees like adults and judge them on the work they do not the hours they work
• Pension Contribution: Group Personal Pension Plan where employees contribute 5% and we contribute 5%
• Personal Development: We invest in our people, as well as yearly budget we offer external development
• Private Medical: With no financial excess and pre-existing coverage from an industry leader in physical and mental health
• Life Assurance: Our employees can rest assured that their loved ones will be supported should the worst happen
• Menopause Support: We’ve teamed up with Balance, who support those affected by all stages of the menopause
• Enhanced Allowances: From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile
• Season Ticket Loans: It may not have had a big take-up during the pandemic but it’s there if our people need it
• Compassionate and Sick Leave

We welcome applications from both mid and Senior level professionals

A big plus if you have project management experience

Proven track record in Payments and Customer Operations and building effective customer relationships

You thrive working as part of a fast paced and highly collaborative team who are passionate about great customer and user experience

Previous experience in Legal and/or Payments sectors, with a strong understanding and passion in customer experience

You enjoy fixing problems - investigating and getting to the root cause and working collaboratively to fix them