Customer & Client Care Officer

Contis are on a huge growth path and have rapidly doubled payments volume whilst supporting 1.5m end-customers via over 200 clients, we are looking for the best talent to drive our explosive growth.
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Job Overview :

The Customer & Client Care Officer role encompasses a number of different areas ranging from managing the day-to-day relationship with our B2B Clients do reviewing and resolving complex Customer Complaints and Vulnerable Customer Reviews. A Key part of the role is the ability to be able to think outside of the box and put the Customer/Client at the forefront of everything they do.

Responsibilities & Duties : 

The Customer & Client Care Officer will specialise in one of the core areas below, however, will be trained on all areas to maximise efficiency.

Client Relationship Management

  • Build meaningful and beneficial client relationships, helping them with their day to day needs and exceeding client expectations.
  • Be the voice of the Client within Contis making suggestions to internal stakeholders for improvements to service
  • Liaise with third parties service providers where required

Customer Support Administration

  • Assist our Customer Experience Team through various communication channels where required (e.g. phone, email or webchat)
  • Provide day to day administrative support for other Company departments
  • Complete KYC account verification checks
  • Process legal documentation relating to Customer accounts
  • Complete initial investigation over all customer chargeback requests.

Complaints and Vulnerable Customer

  • Process formal complaints to the satisfaction of both the customer and the company
  • Process vulnerable customer referrals to the mutual satisfaction of both the customer and the company 1st Line customer support for both complaints and Vulnerable Customers via phone, email, letter and webchat.

Skills & Knowledge Required : 

  • Educated to GCSE standard, including mathematics & English
  • PC literate in Microsoft Office (Word/Excel)
  • Experience of Data Entry
  • Ability to achieve agreed Key Performance Indicators and Service Level Agreements
  • Ability to work under pressure and within tight deadlines
  • Excellent, organisational, communication & customer service skills
  • Resolve projects / problems in a timely manner
  • Maintain Company & client confidentiality at all times 

Why Work at Contis ?

  • We seek out and hire only exceptional talent, and therefore recognise that each individual brings value and contribution which has made us who we are today.
  • We have a tech stack to be proud of and a working environment framed by our Contis values and behaviours.
  • We are passionate people who share a common vision, can think big, and thrive on delivering results.
  • We value diversity of thought and expect that you bring all of you to work; your passion, creativity and ideas on how we can be the best in the space that we operate in.
  • In return we will help you to be the very best that you can, we will support with development, give you opportunities to get involved in key projects and offer exposure to challenges that you may not get in a larger organisation.

The benefits on offer:

  • 25 days annual leave
  • Birthday Policy
  • Yearly Performance Bonus
  • EAP
  • Employee Referral Bonus
  • Private healthcare
  • Pension scheme, with Company contribution
  • Membership of our life insurance scheme

Contis is an equal opportunity employer, embraces diversity and builds an inclusive environment for its employees and customers. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.


Or, know someone who would be a perfect fit? Let them know!


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Workplace & Culture

At Contis we enjoy spending quality time with colleagues away from our desks, just getting to know one another better.  We’re a diverse group of people and we love to learn from each other.  We believe that it’s important to maintain healthy relationships and great fun to have a laugh together.  We have a variety of social events, recognising cultural celebrations and key moments throughout the year.  When we’re focussed on our work, individual contribution, personal voice and ideas are encouraged.  We want everyone to be themselves at work and enjoy every moment of being a part of the Contis team.  Wellbeing is a priority for us; working in a way that supports good health, and promoting positive mental health is high on our list of focusses to support everyone to be their best at work.  

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