Job Description

About Blackhawk Network:

At Blackhawk Network (BHN), we're shaping the future of branded payments - powering reward, incentive, and loyalty solutions across 28 countries and 400,000+ consumer touchpoints. From digital gift cards and eGifts to global employee rewards and customer acquisition tools, our platforms deliver meaningful value to clients and their customers alike.



Learn more at BHN.com


Overview:

Job Title: Call Centre Agent


Contract: Permanent


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


Hours: 35


Reports to: Team Lead, Service Centre



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.

Responsibilities:
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.

Qualifications:
Previous experience in a customer service role is preferred but not essential. This background helps in understanding customer expectations and delivering satisfactory service. Excellent verbal and written communication skills. This includes the ability to convey information clearly, listen actively, and respond appropriately. Strong teamwork skills to work effectively with colleagues in the UK and El Salvador contact centres. High reliability and adaptability to changing rotas are important. Comfortable using templates and systems to maintain consistency and quality.

Benefits:
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!