This role is based in Valley Road, Birkenhead CH41 7ED
Salary: £24,855 per annum
Fixed term contract role to start June 2025 - July 2026
Hybrid
Operational Accountabilities
1. Work on a rota basis, becoming a subject matter expert and responding flexibly to customer queries via voice, email, chat, and social media channels
2. Become a subject matter expert on all physical and digital products sold through all channels, including but not limited to third-party products, Love2shop egift cards, Love2shop Contactless Cards, Love2shop Reward Codes, and supporting exchange websites
3. Use a third-party portal to perform KYC searches and follow up on referrals
4. Action PEP and sanction reports in accordance with AML regulations
5. Process customer refunds and replacements
6. Provide customers with transactional data from their products to assist with balance inquiries
7. Maintain customer contact information in accordance with GDPR
8. Process account closures and refunds for deceased customers
9. Support customers with physical order delivery tracking
10. Provide customers with knowledge and access to manage accounts via self-serve channels (Web and App)
11. Support marketing growth or retention objectives by completing outbound calls to new and existing customers
12. Investigate and resolve disputes related to missing orders or products
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