Mastercard
Customer Contact Centre Advisor (Payments / Technical Support)
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Customer Contact Centre Advisor (Payments / Technical Support)
Customer Contact Centre Advisor (Payments / Technical Support)
About Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Role Summary
The Customer Contact Centre Advisor provides critical operational support to customers across the UK payments ecosystem, including banks, payment schemes, ATM operators, and internal colleagues.
- Environment: Regulated, service-critical
- Focus: Reliability, security, and service-level compliance
- Career Entry Point: Strong foundation in customer service, incident handling, and service management
Location: Harrogate (on the outskirts), with facilities including subsided café, coffee, bike storage, prayer room, and showers.
Job Description
Role
As a Contact Centre Representative, you will act as a first point of contact for customers, guiding them through enquiries, incidents, and service requests while collaborating with internal operational and technical teams to ensure high service delivery standards.
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This role reports to the Supervisor, Contact Centre.
Key Responsibilities
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Handling Customer Interactions -Act as a primary contact for diverse customer needs across multiple services. -Support customer enquiries, technical queries, and requests for guidance or maintenance.
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Incident & Service Management -Progress incidents and requests following agreed processes and service levels. -Collaborate internally to enable timely resolution.
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Operational Excellence -Maintain accurate records, logs, and handovers. -Apply structured procedures and demonstrate sound judgment in critical or high-pressure situations.
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Escalation & Culture -Escalate issues appropriately. -Contribute to a positive, service-driven team culture.
Requirements
Essential
- Experience in an office or professional environment.
- Background in a customer-facing or service-oriented role.
- Strong communication skills with clear, professional engagement.
- Ability to work under pressure and manage competing priorities.
- High accuracy and attention to detail.
- Proactive, customer-focused mindset with openness to learning.
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Desirable
- Experience in a regulated or controlled environment.
- Knowledge or experience in financial services, payments, or operational support roles.
- Familiarity with incident management, requests, or service management.
- ITIL Foundation qualification or awareness of ITIL principles.
Working Pattern & Development
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Hours: 35/week, 4 days on, 4 days off (shift-based).
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Digital:
- Primarily 8am–8pm.
- Adjustments per operational needs (potential variation).
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Training & Support:
- Full structured training provided.
- Once fully trained, the potential for up to two hybrid work days per week (aligned with Mastercard’s Hybrid Work Policy).
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Career Growth:
- Opportunities for ongoing development and progression within Customer Operations.
Corporate Security Responsibility
All roles involve access to Mastercard assets or information, carrying inherent security risks. All colleagues are required to:
- Adhere to Mastercard’s security policies.
- Protect confidentiality and integrity of accessed information.
- Report any suspected security violations or breaches.
- Complete all mandatory periodic security training.
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