The Role: This is a 12 month FTC At New Look, our customers are at the heart of everything we do. As a Customer Services Advisor – Payments, you will be responsible for accurately managing all exceptional payments to customers in line with agreed processes and in a timely manner. WHATS IN IT FOR YOU: 40% staff discount plus friends & family discounts throughout the year Access to our reward platform for external discount and offers Private pension scheme Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you All employees are covered by our life assurance policy from day one Unlock extra leave with our buy more holiday scheme. Celebrate YOU! Enjoy an extra paid day off on your birthday each year Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years’ service) Spread the cost of your commute with interest-free season ticket loans Do your bit for the environment and save money with our Cycle2Work scheme We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust What you’ll be doing: Inputting, checking & releasing of payments through the use of various systems Dealing with customer queries regarding payment issues; including payments that have been made but not cleared Ensuring accurate records are made of all payments for audit/reconciliation purposes Making recommendations for improvements to payment processes Ensuring meticulous detail on payment compliance Taking all necessary steps to ensure the security of our accounts Ensuring that you and your team are GDPR compliant Creating VAT receipts for our customers when requested Managing the Chargeback process in a timely manner Checking the workflow on the rota and monitoring assignment work flow Who you are: Strong IT skills – confident in all Microsoft Office programmes (particularly Excel) Confident communicator with strong verbal and written communication skills Willingness to put customers first coupled with the ability to appropriately balance customer and business needs An eye for detail with the ability to analyse data, spot key themes and trends and make recommendations for improvement Excellent knowledge of the retail payment sector, especially eCommerce Strong customer focus Payments processing experience preferably in CyberSource, PayPal, Chopin or other online payment systems Highly numerate