Customer Service Specialist II

About Blackhawk Network:

One4All (part of Blackhawk Network)

Whether it’s for employee recognition, customer incentives, or seasonal gifting, One4all helps organisations celebrate and connect with people in a simple, secure, and impactful way.

Overview:

Reports to: Director, Customer Service

The Customer Service Department is responsible for providing first and second line customer support for our products and services via telephone, email, chat, and social media. This is delivered using a blended approach from both our offices across Europe or indirectly using outsourced partners.

We aim to provide high levels of customer service in an effective and efficient way ensuring we promote the values of our brands and meeting the requirements of our clients and/or regulators while delivering feedback on customer behaviour to help shape business decisions.

Responsibilities:

This role acts as the key point of contact and link between our Customer Service Centres, Swords based Customer Service team and relevant stake holders and teams across regional offices throughout Europe, as well as outsourced providers.

They are responsible for the governance and reporting of core policies as outlined by the regulated entities. This role will ensure the delivery of quality customer service at all levels and ensure complaints are handled in line with relevant regulatory frameworks.

Key Responsibilities:

• Act as key point of contact for all relevant One4all programmes serviced from our offshored Customer Service Centres.
• Ensure all Work Instructions, training, processes, and procedures are regularly reviewed and followed.
• Liaise between relevant functions such as Account Management, Product Management, Technology and finance and global outsourced providers.
• Ensure Service Levels and Quality Assurance scores are meeting required levels while working alongside offshore and local teams to recommend actions and improvements if needed.
• Assist with rollout of new programs, technology, and ways of working as required.
• Produce Management Reports on service performance and customer contact drivers to aid improvements to programs and Customer Service Delivery.
• Support outsourced teams handling customer escalations either by telephone, email, social media, and internal cases, ensuring complaints are handled in line with relevant regulatory frameworks.
• Take ownership of internal audits.
• Work with internal teams on improvements to customer journey, customer knowledge base and other opportunities to drive automation and drive cost optimisation.
• Work with stakeholders to be the “voice of the customer” using data and insight to ensure new activity or enhancements reduce customer friction and contact.
• Champion investments in new technology or ways of working by devising business cases and plans to gain business buy in and investment.
• Use peak performance to develop a Customer Service project roadmap for the following year and be hands on in the delivery of this.
• Be an active part of the wider Swords based Customer Service Management team supporting other colleagues as needed.
• Support and liaise with BHN Customer Support colleagues within the European Customer Service function and globally.
• Proactively review and work within company policies, standard operating procedures, company, and legislative updates to ensure you are working in line with best practice and business risk is minimised
• Display positive examples of the company Beliefs (Real, Accountable, One Team and Innovative)

Qualifications:

• Experience of working within a fast-paced customer services environment.
• Experience working as part of a virtual team alongside colleagues in overseas remote locations
• Solution focused and able to use critical thinking to offer best resolutions
• Experience is delivering accountability both for delivering their work and that of the outsourced teams
• Experience in project management and working with multiple stakeholders
• Confidence in and experience of dealing with difficult and complex customer situations
• Excellent verbal and written communication skills
• Confident presenting and leading meetings involving stakeholders of varying levels of seniority
• Experience and confidence with Microsoft Office Products
• Ability to work both as part of a team whilst also able to work independently
• Strong reliability and adaptable to fast changing objectives and priorities

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results. Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Benefits:

• Work-Life Balance: 23 days annual leave, 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 one4all cards.
• Flexibility & Engagement: Office group activities and support for physical and mental health.
• Recognition: Participate in Flyers, our leading recognition program with financial rewards.
• Hybrid Working – typically 2 days per week in the office. We’re open to flexible working arrangements and will consider reasonable adjustments in line with individual needs.

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!

Blackhawk Network is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process.