Customer Service Escalation Advocate

From an Australian-born company to a rapidly growing global business, we're on the ride of a lifetime!

We're on a mission to be the world's most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We're all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary.

It's a fast-paced business and that's the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.

The Role

As a member of our Internal Dispute Resolution team (Escalations) you will help solve our customer's most complex issues. Working in collaboration with a mix of both onshore and offshore teams you will join a complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for upholding and promoting internal policies and processes in order to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams.

You Will

• Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory requirements.
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
• You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
• Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).
• Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required.
• Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints.
• Balance quality, productivity and service standards in your day to ensure KPIs are delivered.
• Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

You Have

• Minimum of 1+ years of experience in Customer Service roles, with specific Escalations / Complaints Experience.
• Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels.
• Are a self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment.
• Strong time management skills.
• Excellent written and verbal communication skills.
• Experience in staying calm and providing support to difficult or vulnerable customers over the phone.
• Strong attention to detail and the tenacity to seek a solution to a problem.
• Experience working in a regulated financial services role under FCA regulations.

Technologies We Use and Teach

• Zendesk, Slack, Google suite, Playvox workforce management.

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page