Payment Support Specialist

Company Description

Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Job Description

With sales & bookings increasing across the business, the Payment Investigation Team are finding the need for a new Payment Support Specialist. The primary purpose of this role is for a customer focused individual to work within the Payment Investigation Team and be responsible for managing the day to day customer contact side of the department. You will be the first point of contact for both UK & EU customers having payment issues across a wide range of payment methods and systems.

You will also be responsible in providing analysis on customer contacts, making suggestions on potential process improvements, creating modern digital process notes and working closely with our front-line customer service agents to ensure they can resolve as many payment queries at first point of contact as possible.

This role is an entry level role at Trainline with an emphasis on development. An ideal candidate is someone looking to start a career within a tech company who is looking for an opportunity to develop their skills in a low pressure role.

This is a fantastic opportunity for an ambitious individual to join our team.

Key Responsibilities

• Diagnosing and responding to payment related issues that are escalated to the team by e-mail
• Ensuring customer contact service level agreements are adhered to
• Meeting departmental NPS target
• Providing updates on customer contact reasons
• Collate weekly agent feedback for customer service sites
• Helping to train and pass on knowledge to other team members
• Continually drive improvement in all areas
• Communicate effectively with the rest of the team on trends or issues
• Calling customers regarding ongoing cases when requested
• Modernize, digitize, and manage process notes and training material
• Assist Customer Relations team with booking history requests from customers

Qualifications

• Outstanding Customer Service
• Positive attitude
• Experience of inbound and outbound customer service and dispute resolution
• Good language & numeracy skills
• A basic understanding of Cardholder Not Present credit/debit card payment processes and chargeback systems and processes
• A basic understanding of alternative payment methods such as applepay, paypal, sofort and iDeal.
• Able to maintain composure and deliver a professional service when customers become difficult, abusive or distressed by phone and e-mail
• Ability to work as part of the team but also self-manage

Desirable

• Knowledge of Microsoft systems
• Interest in learning to use Athena & Tableau
• Knowledge of UK and EU rail industry
• Multilingual
• Analytical experience
• Presentation skills
• Out the box thinker

Behavioural Skills

• Excellent time-keeping
• Customer Champion
• Outstanding communicator
• Enthusiastic and keen to learn
• Results driven
• Patience
• Adaptable
• Quality of work essential as well as speed
• Self-starter with a positive “can do” attitude

Additional Information

Working from Home Hybrid

The Payment Investigation team operate using a remote working hybrid policy.

During an initial 12-week training period, the successful candidate will be required to work five days a week in the office to ensure they have full support while learning the role.
After this 12-week period, the candidate will switch to a hybrid working model that involves three days working in our Edinburgh office and two days that are optional for working remotely.

Wednesday is a mandatory team day in the Payment Investigation Team where all team members work from the office.

We are unable to accept applications from candidates who will be unable to commit to this working model.

Salary & Shift Patterns

Monday to Friday: 08:00 – 16:30 or 09:00 – 17:30
Required to cover weekend shifts one in six weekends after 12-week training period completed.

Salary for the role is £22,000

Benefits include:

25 days holiday, life assurance, Season Ticket loan, pension contributions, medical and dental insurance (subject to qualifying periods).

We regret that we are unable to sponsor applicants who are not currently eligible to work in the United Kingdom.

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.