Call Centre Agent - #146737

About Blackhawk Network

At Blackhawk Network (BHN), we empower businesses by offering the world’s largest network of branded payment solutions. From gift cards and e-gifts to corporate pay outs and rewards, we deliver innovative, seamless solutions globally through our network of over 400,000 consumer touchpoints.

Job Title: Call Centre Agent

Contract: 12 Month FTC

Workplace: Hybrid – 2 days in office per week in Hemel Hempstead Office (Shift Rotation)

Hours: 35

Reports to: Team Lead, Service Centre

Overview Of Role

As a key member of our support team, you’ll be the first point of contact for UK customers, ensuring queries are resolved efficiently and professionally. You’ll work closely with internal teams and our El Salvador Contact Centre to deliver a seamless customer experience across multiple contact channels.

Various shifts cover Monday – Saturday 8am-8pm and Sunday 9am – 6pm.

What You’ll Do

• Customer Service: Provide first- and second-line support to UK customers via phone, email, and other contact channels, ensuring a professional and efficient resolution of queries.
• Issue Resolution: Strive for first-call resolution by accurately diagnosing issues and providing timely solutions, escalating when necessary.
• Collaboration: Work closely with internal account teams and the El Salvador Contact Centre to ensure a seamless and consistent customer experience.
• Communication: Ensure all customer interactions meet SLA targets and are handled with clarity, empathy, and professionalism.
• Process Adherence: Follow company policies, standard operating procedures, and legislative updates to ensure compliance and reduce business risk.
• Continuous Improvement: Actively contribute to service improvements by identifying recurring issues and suggesting process enhancements.

What We’re Looking For

• Previous experience in a customer service or contact centre environment.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively across teams and time zones.
• Comfortable using templates and systems to maintain consistency and quality.

What We Offer

• Work-Life Balance: 25 days annual leave plus additional appreciation days, birthday time off, and volunteering leave.
• Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
• Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond/one4all cards.
• Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health.
• Recognition: Participate in Flyers, our leading recognition program with financial rewards.

Candidate Journey at BHN

• Stage 1: Shortlisting of suitable candidates
• Stage 2: Screening Call
• Stage 3: Interview(s) with Hiring Manager(s)
• Stage 4: Feedback/Hired

Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career!