Payment Support Specialist - Edinburgh, United Kingdom - Trainline

Trainline

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description

Trainline is an innovative, tech business with a mission to
bring together the world's rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make
more environmentally sustainable travel choices. We're hugely proud to be the
world's leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and
across 45 countries in Europe and beyond. That's more than £3.7 billion in ticket sales annually, and
over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is
now part of the FTSE 250.

Our culture is central to our success. We're driven to sustain our phenomenal growth from recent years, and this means we're always
working closely and collaboratively to turn our ideas into reality. It's this sense of
pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will
change travel for the better.

Job Description:

With sales & bookings increasing across the business, the Payment Investigation Team are finding the need for a new
Payment Support Specialist. The primary purpose of this role is for a customer focused individual to work within the Payment Investigation Team and be responsible for managing the day to day customer contact side of the department.

You will be the first point of contact for both
UK &
EU customers having
payment issues across a wide range of payment methods and systems.

You will also be responsible in providing analysis on customer contacts, making suggestions on potential process improvements, creating modern digital process notes and working closely with our
front-line customer service agents to ensure they can resolve as many payment queries at first point of contact as possible.

This is a fantastic opportunity for an ambitious individual to join our team.

Key Responsibilities

Ensuring customer contact service level agreements are adhered to
Meeting departmental NPS target
Providing updates on customer contact reasons
Collate weekly agent feedback for customer service sites
Helping to train and pass on knowledge to other team members
Continually drive improvement in all areas
Communicate effectively with the rest of the team on trends or issues
Calling customers regarding ongoing cases when requested
Modernize, digitize, and manage process notes and training material
Assist Customer Relations team with booking history requests from customers

Qualifications:

Outstanding Customer Service
Positive attitude
Experience of inbound and outbound customer service and dispute resolution
Good language & numeracy skills
A basic understanding of Cardholder Not Present credit/debit card payment processes and chargeback systems and processes
A basic understanding of alternative payment methods such as applepay, paypal, sofort and iDeal.
Ability to work as part of the team but also selfmanage

Desirable

Knowledge of Microsoft systems
Interest in learning to use Athena & Tableau
Knowledge of UK and EU rail industry
Multilingual
Analytical experience
Presentation skills
Out the box thinker

Behavioural Skills

Excellent timekeeping
Customer Champion
Outstanding communicator
Enthusiastic and keen to learn
Results driven
Patience
Adaptable
Quality of work essential as well as speed
Selfstarter with a positive "can do" attitude

Additional Information

Working from Home Hybrid
The Payment Investigation team operate using a remote working hybrid policy.

Wednesday is a mandatory team day in the Payment Investigation Team where all team members work from the office.

Salary & Shift Patterns
Monday to Friday: 08:00 - 16:30 or 09:00 - 17:30
Required to cover weekend shifts one in six weekends after 12-week training period completed.

Salary for the role is
£22,000

Benefits include:

We regret that we are unable to sponsor applicants who are not currently eligible to work in the United Kingdom.

We value open expression at Trainline, we believe it's the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world._