Newcastle upon Tyne, UK

Full-time

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

 About the opportunity

Join our Operations vertical as a Customer Service Advisor in Newcastle Upon Tyne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into Team Leader you will help us solve problems on first contact (be it, via telephone or email/ticket) so that our internal and external clients can continue with their day without impact and feel the value of engaging with Xplor as their preferred provider. 

About the opportunity

You’ll join our Member Services organisation that is responsible for being the first point of contact for our clients and their customers, enabling our clients to focus on what they do best – engaging with members and growing their business. Our people act as an extension of our clients’ teams, with a comprehensive suite of technology, payment capabilities and value-added services like member retention and customer service activities. We have recently moved to the North East and are growing rapidly, inducting people into our Newcastle office.

Reporting into the Head of Contact Centre, you’ll help us service our members in the UK and Europe. Some of the other responsibilities you’ll have:

Customer Services

• Answer phone calls/emails/Chats in a polite and prompt manner to provide a high level of customer service with a high first time resolution rate
• Manage telephone and email communication from clients and their customers in relation to their service contracts with us
• Resolves first line customer queries relating to their accounts associated to payment contracts and contractual relationships
• Reports any issues reported by customers, and escalate where necessary
• Manages clients regarding overdue balances and the collection of those in line with Collections policy, maintaining individual areas within the system’s ledger by telephone and letter
• Identification, progress chasing and resolution of queries utilizing the query management system

 Administration

• Record all activity associated with any communication in the related Administration system
• Accurately update internal and external systems and tools as required
• Follow defined scripts or directions around support or payment negotiation as defined from time to time

Qualifications

What would make me a good candidate? 

• Strong Customer Service and relationship building skills
• Excellent communication skills - The ability to liaise with Stakeholders on a day to day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner
• Problem solving skills: able to identify the exact details of a problem through a rational process and be able to take steps to ensure a successful resolution.
• Attention to detail, able to document details of issues clearly in a concise understandable manner
• Ability to work in a team where you manage your own time and priorities
• Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same!
• You’re a true team player who knows that we all have to sometimes roll up our sleeve

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to LinkedIn Learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Flexible work options

More about us

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Claire Pearce.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected]. 

More about us 

We're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing ‘everyday life’ verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email. 

To learn more about us and our products, please visit www.xplortechnologies.com/gb/careers.

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.