Customer Contact Centre Advisor – Payments & Technical Support

About the role

The Customer Contact Centre Advisor provides the first point of contact for Mastercard's UK payments ecosystem, supporting banks, payment schemes, ATM operators and internal teams. Based on the outskirts of Harrogate, the role offers a secure, on‑site environment with amenities such as parking, a subsidised café and bike storage.

Key responsibilities

• Receive and triage customer enquiries, technical queries and maintenance requests.
• Progress incidents and service requests according to defined processes and service‑level agreements.
• Collaborate with internal operational and technical teams to achieve timely resolutions.
• Maintain accurate records, logs and hand‑overs for each interaction.
• Apply structured decision‑making in high‑pressure situations and escalate issues when required.

Required profile

• Experience working in an office or professional environment.
• Previous customer‑facing or service‑oriented role.
• Strong written and verbal communication skills.
• Ability to work under pressure and manage competing priorities.
• High attention to detail and a proactive, customer‑focused attitude.

Required skills

What we offer

• Secure on‑site parking and modern facilities.
• Subsidised café with bean‑to‑cup coffee.
• Bike storage, prayer room and showers.
• Opportunity to develop a career in customer operations within a regulated, service‑critical environment.