Blackhawk Network (BHN) is the leader in global branded payment technologies. We strengthen relationships between brands and their customers, employees, and partners by transforming transactions into connections. BHN’s portfolio includes: Gift Card & eGift products, promotions and distribution that grow revenue faster; Rewards & Incentives that build loyalty and acquisition and are integrated into today’s leading platforms; and Payments that enable businesses and customers to access and disburse funds in convenient and innovative ways. BHN’s network spans across the globe with over 400,000 consumer touchpoints. Learn more at BHN.com.

Department Overview:

The Customer Service Department is responsible for providing first and second line customer support for Blackhawk Network product / (GVSPE One4all) and services via telephone, email, chat, and social media. This is delivered using a blended approach from both our offices across Europe or indirectly using outsourced partners who are currently Blackhawk Support Services based in San Salvador and Foundever, based in Athens.

We work closely with internal account teams, product and technology, finance, legal & compliance, external partners, and the Global Customer Team in the US. Our Customer Service teams support our continued European expansion based in our offices at Apsley, Swords, Cologne, and Amsterdam. We aim to provide high levels of customer service in an effective and efficient way ensuring we promote the values of our brands and meeting the requirements of our clients and/or regulators while delivering feedback on customer behaviour to help shape business decisions.

Purpose of Role:

This role reports to the Senior Manager, Service Centre Operations. They act both as part of the GVS Prepaid Europe (GVSPE) operational team and Blackhawk Network Customer Service team. GVSPE currently manages for Blackhawk Network regulated e-money products within the EEA e.g. One4All in Ireland and the Netherlands and growth is expected in the future. This role will primarily focus on delivery of the Dutch products however will ensure good understanding of all GVSPE products assisting as required in times of high demand.

This role play a central role in the day to day delivery of the “Hybrid” customer service support model for GVSPE from our office based in Dublin, alongside colleagues in our Amsterdam office working very closely with our outsourced partner in Greece. They will carry out day-to-day activities to ensure we deliver Customer Service to the requirements of GVSPE and its regulator as well as to the standards and parameters of Blackhawk Network.

Remit includes day-to-today operational management of our relationship with our outsourced partner, holding daily operational calls to manage performance acting as a key point of contact between the GVS, BHN NL and Foundever teams. They will ensure processes and training is kept up to date refining as dictated by product drivers. They will ensure escalations and complaints are resolved in line with GVSPE and BHN requirements and take an active role conducting Quality Assurance monitoring and feedback as needed. Additionally, they will collate and prepare analysis and reporting around CS activity carried out for GVSPE products in the Dutch market around reasons for contact, KPI’s and complaint data.  

This is full time position which requires a high level of proficiency in Dutch. This is five days a week Monday – Friday role however there will be scope for working evenings or weekends during BHN peak season. (This is mid-November – mid January inclusive). This role is based at our Swords Office however as required there may be a requirement to occasionally visit our offices in Amsterdam and at our outsourced partner currently in Greece.

This role is responsible for four key work areas:

Customer Services and One Team:

• Working as part of the BHN GVSPE based Customer Services Team alongside colleagues in Amsterdam and our outsourcing partner to achieve success meeting expectations of performance, taking proactive action to bring own and others performance back in line where required.
• Work to encourage a culture which lives BHN Values and aligned working practices and company beliefs of Blackhawk Network.

Hybrid Customer Service Model:

• Take the lead role in daily and weekly meetings with Outsourcing Provider to monitor action areas, SLA’s KPI’s, Quality Assurance metrics and Complaints data flagging issues to relevant BHN and GVSPE stakeholders as needed.
• Ensure training materials along with knowledge content are in place and regularly reviewed considering changes. Lead process for training of new processes, products and starters as needed.
• Put in place processes and procedures to ensure the timely resolution of escalations from outsourcer to ensure best possible customer outcomes, and GVSPE and regulatory processes are followed.
• Own the process responding to social media contact via but not limited to Facebook and Trustpilot.
• Take active role in Quality Assurance programme carrying out weekly audits and lead Call Calibration sessions monitoring and feeding back on Service Delivery
• Represent Netherlands One4all products and market in cross EMEA Customer Service meetings.
• Act as key point of contact between Outsourcing partner, Local CS, Product, Technology and Finance colleagues in Amsterdam and GVSPE stakeholders.
• Look for opportunities to optimise service delivery and enhance customer experience through collation of accurate contact drivers to drive improvements and reduce friction.

Customer Engagement, Satisfaction & Insight:

• Suggest improvements to the Customer Support offering and value proposition, to ensure the Customer Services operation meets it’s aim of being a functioning ‘Insight Engine’, feeding into overall GVSPE and Blackhawk strategy and future products.
• Drive results and insight from the CSAT programme for GVSPE Dutch products, ensuring results are collated, analysed, and can be acted upon by in country team and outsourced providers.
• Liaise with product teams on improvements to web journey, customer knowledge base and other opportunities for self-serve to deflect unnecessary contact.

Regulatory, Compliance and Governance:

• Accountable for delivering Customer Service Reporting meeting the requirements of both GVSPE and Blackhawk Network for relevant Dutch regulated products.
• Ensure Dutch GVSPE Operating Procedures and models are documented.
• Responsible for the ensuring all complaint policies are followed and adequate record keeping and reporting in place escalating root causes of complaints and other areas of customer dissatisfaction.
• Ensure operational and compliance training records are maintained
• Ensure GDPR/DPO requests are actioned from Customer Services as relevant in a timely manner
• Deliver reporting, analysis and input as required to GVSPE and Blackhawk compliance and governance teams as required.

Wider Blackhawk Network Customer Service Function

• Act as a member of both the Swords and wider EMEA Customer Service team, supporting on the delivery of Customer Service-related activities and projects.
• Work alongside colleagues within Customer Service to share knowledge, best practice and give support when needed.
• Unless required by the regulating authority, ensure relevant Dutch Customer Service Delivery operates to the same frameworks, guidelines, and processes in place across EMEA Customer Service Operation.
• Take central role on new projects, rollouts, expansion which impact GVSPE Products within the Dutch business.

• Proven experience as part of a Customer Service team ideally within financial organisation, Quality Assurance/KPI frameworks.
• Confidence devising and delivering training, processes, and workshops both virtually and in person.
• Experience of working across large, outsourced organisations, countries and time zones building and maintaining relationships.
• Resilient and diplomatic.
• Eye for detail, comfortable with challenging the status quo.
• Excellent report writing for internal and external senior stakeholders.
• Fluent in Dutch to a high level of business fluency (C1 or C2)