Customer Operations Analyst

Impact and Responsibilities

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.

We welcome applications from both mid and Senior level professionals.

• 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.

What we're looking for in you

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

• 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

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

• A big plus if you have project management experience

Our Promise: Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance