PayByPhone
Customer Support Executive
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Customer Support Executive
About PayByPhone
At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we’re looking for people who want to grow with us.
Together, we’re on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely — without waiting in line, carrying change, or worrying about costly fines.
About The Role
Location: Hatfield (Hybrid)
Employment type: Full-Time, Permanent
Reports to: Global Director of Customer Experience and Support
To deliver fast, effective resolutions for our Cities, Businesses, and Consumer customers while ensuring the seamless operation of all PayByPhone products and services.
Key Responsibilities
Ticketing & Support
- Manage and triage the PayByPhone ticketing system, ensuring queries are resolved within SLA and escalated to Dev or next-level support when needed
- Handle back office requests: user account creation, penalty notice queries, and password resets
- Coordinate outage communications
Client Management
- Deliver monthly and KPI reports to clients
- Manage PO and invoicing for client-related charges
- Provide client training and identify upsell or training opportunities, flagging these to the Client Account Manager
- Drive customer satisfaction through proactive solutions and Marketing collaboration on customer-focused messaging
Rates, Tariffs & Locations
- Manage tariff changes and maintain client rates tables
- Open and close locations as required, and coordinate parking zone signage
- Support testing of rates, tariffs, and locations for new and expanding clients
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Platform & Data
- Test and identify platform bugs, reporting to internal teams
- Analyse user interaction logs and system indicators to spot issues and trends
- Maintain accurate client database records, dashboards, and task tracking documentation
Cross-Functional & Knowledge
- Maintain up-to-date knowledge of PBP products and processes
- Provide constructive feedback and customer insight to internal teams and the call centre to help inform training, quality and continuous improvement initiatives
- Liaise with Operations, Sales, Product, Development, and Marketing teams, advising on product requirements
Other Things You May Get Involved With
- Assist the Director of Customer Experience and Support in other tasks from time to time
- Provide support for where required for all markets in which PayByPhone operates
- Participate in events and opportunities to help promote and raise awareness of PayByPhone to public
- Attend client meetings at the request of the Client Account Manager or the responsible manager for Client Account Management
Required Qualifications
- At least 2 years experience of working in a client facing environment
- Interest in technical topics
- The ability to create well written documents
- Excellent IT skills including Word, Excel & PowerPoint
- Fluent German and English native both in writing and speaking
- The ability to gather, analyze and present material clearly and concisely
- Educated to a degree level or similar professional training
- Experience of using Salesforce Service Cloud
- Experience in parking or technology
What We Offer
- Compensation: The expected salary range for this role is £30,000 - £35,000 plus commission. Final compensation will be based on factors such as experience, skills, qualifications, and internal equity.
- Private Healthcare: Available to all permanent employees effective Day 1, with no waiting period as well as optional dental coverage.
- Pension scheme: All permanent employees get access to our pension scheme with 5% employer contribution
- 4x Life insurance: All permanent employees are covered under our life insurance
- Career Growth & Learning Support: Opportunities for professional development, continuous learning, and career progression.
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Working at PayByPhone
We Operate In a World That’s Constantly Evolving — And Change Is Something We Embrace. Our Values Guide How We Show Up For One Another And For Our Customers Every Day. In Short, We
- Make things happen
- Stay curious
- Work together
- Have fun
- See through our customers’ eyes
These principles shape how we collaborate, innovate, and deliver on our commitments.
We’re also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications — ensuring we reflect the talent and communities we serve.
PayByPhone is committed to providing accommodation throughout the recruitment process. If you require accommodation, please reach out to us at askhr@paybyphone.com.
Want to see our values in action? Visit our Instagram and LinkedIn. Curious about the story behind our values? Head over to our About Us page to learn more.
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