Customer Service Executive

Quantum

Maidstone

Hybrid

GBP 26,000 - 34,000

Full time

11 days ago

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Benefits offered by this job

Private Health Care (Bupa)

Hybrid Working (3 days in office)

Travel Insurance

Competitive Base Salary

Company Bonus Scheme

Paid for AI Subscription (Claude /Chat

Gemini)

Market-Leading Training Programme

Recognition & Reward Scheme

Annual Company Conference

Regular Happy Hours & Team Lunches

Free Coffee, Drinks & Snacks

Job summary

Quantum in London is seeking a Customer Service Executive to join our growing team. You will manage rewards customer inquiries, own payment runs to ensure cashback is accurate and timely, and raise the speed and quality of every reply we send.

You’ll work in a hybrid setup with 3 days in office, using Freshdesk, Google Sheets, and our internal guides. The role emphasizes attention to detail, fraud awareness, GDPR handling, and collaboration with product, tech, and finance to improve processes.

Qualifications

At least 3 years in customer service with help desk tools.
Exceptional attention to detail, especially with payments.
Good judgement with sensitive cases.
Comfortable with numbers and basic reporting in Google Sheets.
Curious about AI and automation.
Team player in a fast-paced environment.

Responsibilities

Reply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our response SLAs.
Tag every ticket correctly, keep on-hold tickets moving and follow our escalation process for complaints.
Answer withdrawal queries, including held and not received payments, and help with payment runs once trained, checking every payment for accuracy and keeping notes so it can be traced.
Carry out account and ID checks for fraud, bonus abuse, multi-accounting and referral abuse using our decision guides, checking the facts fairly and escalating unclear cases with clear notes.
Handle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained, keeping every reply clear and on-brand.
Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step.
Build confidence with Freshdesk automations, help test AI-assisted tools and live chat, and suggest self-service and automation ideas from the questions customers ask most.
Share what customers tell us with product, technology and finance, so our products, services and processes keep improving.

Skills

Customer service

Attention to detail

Numbers & reporting

Team player

Fast-paced environment

Growth mindset

AI & automation interest

Tools

Freshdesk

Zendesk

Google Sheets

Job description

Our Company

At Quantum, we connect global brands with high-intent consumers. We turn intent into action and complexity into clarity.

Our Mission is clear, to help smarter, faster buying decisions. Our vision, to be the world’s most used digital comparison service, delivering value and simplicity to millions.

We drive growth through data-driven affiliate marketing built for performance from day one. Every campaign is measurable, optimised in real time, and designed to scale.

With in-house tech, full-stack analytics, and a compliance-first mindset, we give our partners an edge. We drive confident decisions and growth in regulated and high-growth sectors. We’ve helped ambitious brands grow faster, smarter, and globally.

The Role

Our Customer Service team is growing! We’re looking for a Customer Service Executive to join our team in London.

In this role you will look after our rewards customers from first question to final payout. You’ll own the payment runs that get cashback into members’ accounts accurately and on time, and raise the speed and quality of every reply we send.

Key Responsibilities

Reply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our response SLAs
Tag every ticket correctly, keep on-hold tickets moving and follow our escalation process for complaints
Answer withdrawal queries, including held and not received payments, and help with payment runs once trained, checking every payment for accuracy and keeping notes so it can be traced
Carry out account and ID checks for fraud, bonus abuse, multi-accounting and referral abuse using our decision guides, checking the facts fairly and escalating unclear cases with clear notes
Handle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained, keeping every reply clear and on-brand
Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step
Build confidence with Freshdesk automations, help test AI-assisted tools and live chat, and suggest self-service and automation ideas from the questions customers ask most
Share what customers tell us with product, technology and finance, so our products, services and processes keep improving

About You

At least three years in customer service, ideally with Freshdesk, Zendesk or a similar help desk
Exceptional attention to detail, especially with figures and payments
Good judgement and a fair-minded approach with sensitive cases
Comfortable with numbers and basic reporting in Google Sheets
Curious about AI and automation.
You thrive when working as part of a team
Comfortable in a fast-paced environment
A growth mindset and a passion for continuous improvement.
Experience with fraud checks, GDPR or a regulated industry such as fintech or iGaming is a bonus
Last but not least, you’ll have no ego!

What You’ll Get