Customer Contact Centre Advisor – Payments & Technical Support

About the role

We are looking for a Customer Contact Centre Advisor to join Mastercard’s Vocalink team in Harrogate. You will be the first point of contact for banks, payment schemes and other partners, handling enquiries, technical queries and incident escalation within the UK payments ecosystem.

Key responsibilities

• Act as the initial contact for customers across a range of payment services.
• Handle customer enquiries, technical queries and guidance requests, including planned maintenance.
• 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.
• Apply structured processes and sound judgement in time‑critical or high‑pressure situations.
• Escalate issues appropriately and contribute to a positive, service‑focused team environment.

Required profile

• Experience working in an office or professional environment.
• Customer‑facing or service‑oriented experience.
• Strong communication skills with a professional demeanor.
• Ability to work under pressure and manage competing priorities.
• High accuracy and attention to detail.
• Proactive, customer‑focused attitude and willingness to learn.
• Desirable: experience in a regulated environment, financial services or payments, and familiarity with incident/request management.

Required skills

• ITIL Foundation knowledge or familiarity with ITIL service management concepts.

What we offer

• Secure parking and on‑site facilities.
• Subsidised café with bean‑to‑cup coffee.
• Bike storage, prayer room and showers.
• Opportunity to develop a career in customer operations within a leading payments organisation.