Do you have experience with customer service? Are you a great communicator, in person, on the phone and by email?

We’re looking for a Payment Service Agent to join our fun & friendly team at our Barbican Support Office. You will be responsible for providing heartfelt service in dealing with outbound calls to customers, discussing membership fees outstanding, in a calm, sensitive manner. You'll also work closely with the wider Customer Experience Team and in club teams to resolve customer queries in a proactive and efficient way.

Your job:
Reporting to the Customer Experience Team Manager, the responsibilities of the Payment Service Agent include:

• Speaking with customers to resolve debt and overdue membership fee issues
• Taking ownership of queries & complaints, ensuring resolution
• Dealing with all customer interaction in a sensitive and appropriate manner
• Achieve KPIs set by your line manager along with assisting with refunds, admin and other tasks related to your role

Your commitment:

Based in our Barbican Support Office, this is a full time role working 40 hours per week. Working hours are between 8:30am-8:30pm Monday-Friday, 9am-6pm/10am-7pm Saturdays & Sundays (5 days out of 7 on a rota basis); flexibility is required to suit the needs of the business and this may change slightly during peak times.

What we can’t live without:
With the ability to build rapport & be personable in all styles of communication, you will have a genuine interest in wanting to help our members.

To be successful as a Payment Service  Agent, you’ll also have/be:

• Customer service experience (this doesn’t have to be in a contact centre environment)
• Extremely strong interpersonal abilities & great communication skills at all levels, with the ability to show empathy & understanding
• Comfortable working within a robust framework of policies & administrative processes, but also comfortable making alternative suggestions outside of this when it’s right to
• Great time management skills & a self-start attitude
• The ability to remain calm in high pressured situations and think on your feet

The Perks:
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. You’ll have a dedicated Manager and a supportive wider team to really set you up for success.

Also, to reward your hard work you’ll get:

• Complimentary VA health club membership for you & a buddy!
• Discount on loads of Virgin products & services.
• 33 days holiday (including bank holidays) pro rata
• Birthday bonus day off (in addition to your annual leave)
• Pension contributions matched up to 5%
• Health care & dental (optional)