Customer Service Specialist II
ID: **********
Category: Customer Service
Position Type: Full Time
Location: IE-Dublin-Swords
About Blackhawk Network
One4All (part of Blackhawk Network)
One4all is the UK and Ireland's leading multi-store gift card provider, offering versatile gifting solutions for individuals and businesses.
Accepted at over 55,000 retailers including high street favourites, online stores, and local independents, One4all Gift Cards make rewarding easy and meaningful.
Whether it's for employee recognition, customer incentives, or seasonal gifting, One4all helps organisations celebrate and connect with people in a simple, secure, and impactful way.
Overview
Job Title:
Customer Service Specialist II
Contract:
Permanent
Workplace:
Hybrid – 2 days in office per week
Hours:
37.5
Reports to:
Director, Customer Service
The Customer Service Department is responsible for providing first and second line customer support for our products and services via telephone, email, chat, and social media.
This is delivered using a blended approach from both our offices across Europe and outsourced partners.
We work closely with internal account teams, product and technology, finance, legal & compliance, external partners, and the Global Customer Team in the US.
Our Customer Service teams support our continued European expansion based in our offices at Apsley, Swords, Cologne, and Amsterdam.
We aim to provide high levels of customer service in an effective and efficient way ensuring we promote the values of our brands and meet the requirements of our clients and regulators while delivering feedback on customer behaviour to help shape business decisions.
Responsibilities
Act as key point of contact for all relevant One4all programmes serviced from our offshored Customer Service Centres.
Ensure all Work Instructions, training, processes, and procedures are regularly reviewed and followed.
Liaise between relevant functions such as Account Management, Product Management, Technology, Finance and global outsourced providers.
Ensure Service Levels and Quality Assurance scores meet required levels while working alongside offshore and local teams to recommend actions and improvements if needed.
Assist with rollout of new programs, technology, and ways of working as required.
Produce Management Reports on service performance and customer contact drivers to aid improvements to programs and Customer Service Delivery.
Support outsourced teams handling customer escalations by telephone, email, social media, and internal cases, ensuring complaints are handled in line with relevant regulatory frameworks.
Take ownership of internal audits.
Work with internal teams on improvements to customer journey, customer knowledge base and other opportunities to drive automation and cost optimisation.
Work with stakeholders to be the "voice of the customer" using data and insight to ensure new activity or enhancements reduce customer friction and contact.
Champion investments in new technology or ways of working by devising business cases and plans to gain business buy in and investment.
Use peak performance to develop a Customer Service project roadmap for the following year and be hands on in the delivery of this.
Be an active part of the wider Swords based Customer Service Management team supporting other colleagues as needed.
Support and liaise with BHN Customer Support colleagues within the European Customer Service function and globally.
Proactively review and work within company policies, standard operating procedures, company, and legislative updates to ensure you are working in line with best practice and business risk is minimised.
Display positive examples of the company Beliefs (Real, Accountable, One Team and Innovative).
Qualifications
Experience of working within a fast-paced customer services environment.
Experience working as part of a virtual team alongside colleagues in overseas remote locations.
Solution focused and able to use critical thinking to offer best resolutions.
Experience delivering accountability both for delivering their work and that of the outsourced teams.
Experience in project management and working with multiple stakeholders.
Confidence in dealing with difficult and complex customer situations.
Excellent verbal and written communication skills.
Confident presenting and leading meetings involving stakeholders of varying levels of seniority.
Experience and confidence with Microsoft Office Products.
Ability to work both as part of a team whilst also able to work independently.
Strong reliability and adaptable to fast changing objectives and priorities.
We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.
Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.
Benefits
Work-Life Balance: 23 days annual leave, 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 one4all cards.
Flexibility & Engagement: Office group activities and support for physical and mental health.
Recognition: Participate in Flyers, our leading recognition program with financial rewards.
Hybrid Working – typically 2 days per week in the office.
We're open to flexible working arrangements and will consider reasonable adjustments in line with individual needs.
Blackhawk Network is an equal opportunities employer.
We value diversity and are committed to creating an inclusive environment for all employees.
We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process.
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