Customer Service Associate

Company Description

Monek is a growing UK payments business dedicated to making payment processing simpler, safer and easier for businesses and their customers.

We provide businesses with a range of payment solutions, from card terminals and online payments to our payment gateway, virtual terminals and merchant portal. As a full-stack payments provider, our teams work closely together across Customer Services, Sales, Onboarding, Operations, Finance and Technology to support our customers throughout their journey with Monek.

We’re a collaborative, fast-moving business where people are encouraged to ask questions, share ideas and take ownership. As we continue to grow, we want our people to grow with us too – providing opportunities to learn, develop and build a career within the payments industry.

Role Description

We’re looking for a Customer Service Associate to join our team in Lichfield.

You’ll be one of the first points of contact for Monek customers, helping new businesses as they move their card processing to us and supporting existing customers with their day-to-day questions and account enquiries.

You’ll provide support by phone and email, investigate customer issues and work with colleagues across Monek to find the right resolution. Where something can’t be resolved immediately, you’ll take ownership of making sure it is properly logged, investigated and escalated to the right team.

You’ll also make welcome calls to new customers, maintain accurate records within our systems and gradually build your understanding of Monek’s products, processes and the wider payments industry.

You don’t need to come to us already knowing everything about payments.

We’re looking for the right person with the right attitude – someone friendly, curious, organised and genuinely willing to learn. If that sounds like you, we’ll provide the training and day-to-day support you need to build your knowledge, confidence and responsibilities as you develop.

This is a full-time role based primarily from our Lichfield office, with some home-working flexibility.

Why Monek?

We want this to be more than just your next job. Whether you’re at the beginning of your career or looking for an opportunity to learn something new, we’ll give you the support and exposure to develop your skills and build a genuine understanding of the payments industry.

You’ll be joining a growing business where you can work closely with different teams, learn how the wider company operates and gradually take on more responsibility as your confidence and knowledge develop.

As part of the Monek team, you’ll receive:

• 25 days annual leave, plus bank holidays
• Your birthday off every year 
• Private healthcare
• Company pension
• Full training and ongoing support from your manager and the wider team
• The opportunity to learn about payments, financial services and merchant acquiring from the ground up
• Exposure to different areas of the business, including Sales, Onboarding, Operations, Finance and Technology
• Regular feedback and development conversations to support your progression
• Opportunities to take on more responsibility and more complex work as you develop

We’re a relatively small and growing team, which means you won’t simply be another number. You’ll have the opportunity to ask questions, contribute ideas, learn from people across the business and see the impact your work has on our customers.

Qualifications

• A genuine interest in providing excellent customer service and creating a positive experience for customers.
• Friendly, professional and comfortable communicating with customers by both phone and email.
• Strong written and verbal communication skills, with the ability to explain information clearly and simply.
• Naturally curious and willing to investigate an issue rather than simply passing it on.
• Good problem-solving skills and the confidence to ask questions when you don’t know the answer.
• Organised, reliable and able to manage several customer enquiries while maintaining good attention to detail.
• Comfortable using computer systems and willing to learn Monek’s CRM, payment systems and internal processes.
• Able to work collaboratively with colleagues across different areas of the business.
• Open to feedback, training and developing your knowledge over time.
• Previous experience in customer service, retail, hospitality, an office or contact-centre environment would be beneficial.
• Previous payments or financial services experience is welcome, but not required.

Salary: £21,000–£24,000 depending on experience.

Ultimately, we’re looking for someone with the attitude, potential and willingness to learn. We can teach you our systems, products and the payments industry; we want you to bring the enthusiasm to learn them.

We look forward to hearing from you.