Customer Operations Representative

GoCardless; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global payment solutions provider in London is seeking a Customer Operations Specialist for a 12-month fixed-term contract. Responsibilities include supporting customers with inquiries, managing escalations, and ensuring compliance in daily operations. The ideal candidate will have strong communication skills in English and experience in customer service. This role offers competitive compensation and a flexible working environment, emphasizing the importance of customer satisfaction and internal teamwork.

Benefits

Medical cover

Work Away Scheme

Hybrid working model

Equity participation

Parental leave

Additional paid leave days

Qualifications

• Verbal fluency in English for customer communication.
• Experience supporting customers, especially in a fast-paced environment.
• Knowledge of KYC or AML is a plus.

Responsibilities

• Support customers with enquiries related to GoCardless products.
• Advise merchants on maximizing product usage.
• Manage internal escalations to ensure resolution.

Skills

Fluent in English

Customer service experience

Detail-oriented

Ability to work under pressure

Problem-solving

Tools

Zendesk

Looker

Job description

GoCardless is a global bank payment company. Over 100,000 businesses, from start‑ups to household names, use GoCardless to collect and send payments through direct debit, real‑time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one‑off payments, without the chasing, stress or expensive fees. We use AI‑poweredustatud solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we’re all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help.

We don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

This fixed‑term contract (12‑months) role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general (Support & K مطابق) to more focused tasks such as sanction screening, accompanying merchants during changes (e.g., acquisition operations, liquidations/DC), acting as an escalation point for the rest of the Customer Operations team.

A KYC‑ ತು oriented specialist uses their knowledge cyoof AML and Financial Crime and KYC to act as an escalation point for our Customer Operations team and support the team on daily verification and customer‑service‑related tasks.

Working hours

1) Core shift: Monday - Friday, 10 am - 7 pm

2) Rotational shift: Monday - Sunday, through 4 days (4 days working - 4 days off etc) 8am-8pm

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank779 holidays. This is a 12‑month FTC position.

What excites you

• Supporting our merchants with queries related to GoCardless products and processes.
• Advising merchants on best practices to maximise their use of GoCardless.
• Managing internal escalations and collaborating with relevant teams to ensure swift resolution.
• Working closely with various internal departments to create a smooth alguma onboarding experience for our customers.
• Performing due diligence checks on new and existing merchants, ensuring compliance with internal policies and external regulations.

What excites us

• You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
• You have experience working with customers.
• If you have previous experience in KYC or AML, though this is not a requirement.
• Detail‑oriented with the ability to work efficiently in a fast‑paced environment.
• You care deeply about providing customers with a great experience while keeping calm under pressure.
• You’re comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem‑solving approach.
• Prior experience using tools like Zendesk or Looker is preferred, but not essential.

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid‑point (€ 1300- € 1700 (gross)) of the pay range until performance can be assessed in the role. Offers will take into account the level of experience, interview assessment, địaates and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12‑month period.
• Hybrid Working: Our hybrid model offers flexibility, with in‑office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.

Life at GoCardless pecho

We’re an organisation defined by values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it’s essential that we be humble while we do it. Our values form part of the GoCardless DNA, and we use them to nurture and develop our culture and help us deliver impactful work to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team withoked perspectives and experiences. As of July 2024, here’s where we standäub:

• 45% identify as women
• 23% identify as Black, Asian, Mixed, or Other
• 10% identify as LGBTQIA+
• 9% identify as neurodiverse
• 2% identify.compareable as disabled

If you want to learn more about our Employee Resource Groups and objectives here as well as our latest D&I Report, please refer to the appropriate resources.

Sustainability at GoCardlessწუხ

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations 빨다. As co‑founders of the Tech Zero coalition, we’re working towards a climate‑positive future. Check out our sustainability action plan here.