Customer Operations Analyst

Impact and ResponsibilitiesAs 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 improveDeliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliantFollow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalate issues where requiredHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutionOffer 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 absencesEnsure 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 timescalesTrack key performance metrics and make data-driven decisions; regularly report on performance to senior managementEnsure 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 youProven track record in Payments and Customer Operations and building effective customer relationshipsPrevious experience in Legal and/or Payments sectors, with a strong understanding and passion in customer experienceYou enjoy fixing problems - investigating and getting to the root cause and working collaboratively to fix themYou thrive working as part of a fast paced and highly collaborative team who are passionate about great customer and user experienceA big plus if you have project management experienceOur 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