Operations Executive (Hatfield, UK)

Operations Executive (Hatfield, UK)

The role you want – Operations Executive – is at PayByPhone

PayByPhone is a fast-growing, forward-thinking, global company that is growing fast with offices spanning across North America, France, Italy and Germany as well as the UK. Thanks to the backing of our parent company Volkswagen Financial Services, we have the security, stability and freedom to push boundaries and to be pioneers. We are looking for an Operations Executive to join our fantastic team on a permanent basis.

About the role

Reporting into the Head of Operations and Implementations, the Operations Executive will support in operational projects and implementations as well as the day-to-day management of operational processes such as tariff changes. Responsibilities will include:

  • Supporting with the onboarding, implementation and expansion of the PayByPhone service and products to clients, including creating new vendors, client location and rates.
  • Ensuring all relevant Back Office and CEO stakeholders have access to the relevant systems.
  • Configuring and testing all additional related elements, including but not limited to Merchant bank and PSP, enforcement APIs and phone numbers.
  • Co-ordinating the production and installation of relevant signage.
  • Being responsible for the GRS Rates System and reporting bugs or development points for the platform.
  • Ensuring the creation and maintenance of locations, rates and vendors for existing clients and managing tariff changes and promotions.
  • Creating tickets to Vancouver for development and bug fixing relating the Back Office and Rates Systems.
  • Ensuring that all relevant processes and procedures are documented and maintained in Confluence including any supporting documentation required to enable effective continuation of service.
  • Take part and support other Operational Projects as and when necessary.

Ideal candidate requirements

  • Able to prioritise, manage and track multiple projects and tasks simultaneously.
  • Logical, methodical and process-driven.
  • Ability to decipher complex problems and equations.
  • Exceptional attention to detail.
  • Understanding of internal and external escalation processes and protocols and when to trigger them.
  • Can cope under pressure with a flexible approach to work, persistent and resilient and able to cope with setbacks.
  • Excellent ability to prioritise and organise work.

What does success look like in the role?

  • You are an expert in Rates Configuration and our GRS and Portal Applications.
  • The critical changes required by clients, such as tariff and service fee updates are done accurately and tested thoroughly to avoid client and consumer support complaints.
  • You can update the Portal backend to support changes or updates in business rules, workflows or user administration.
  • You successfully raise JIRA tickets when needed and liaise with the appropriate departments to see the issue through to resolution or completion.
  • Challenges and Risks are identified early with all stakeholders communicated to in a timely manner.
  • Overall client satisfaction remains high as measured by NPS & CSAT.
  • Projects & Procedures are carried out in a documented and process driven manner.

Benefits of working at PayByPhone

In addition to the usual stuff like generous holiday allowance, we offer employees other things, too. We have a great company car scheme - so long as you like VW brands! We organise fantastic off-site team days that people actually enjoy. We now have a permanent hybrid work approach that everyone is enjoying and embracing, and everyone has the freedom to express themselves in what they wear when they are in the office – we just ask that it’s not PJs.

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