Client Relations Manager II - Complaint Manager

Job Description

Client Relations Manager II- Complaint Manager | Location: Cincinnati

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a Client Relations Manager II- Complaint Manager to join our ever-evolving team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

This is a fantastic opportunity to join a well-established team that handle client complaints and Escalations. The Complaints Team is part of the wider Risk and Shared Service team with SMB Operations. The team conduct thorough investigations on each case and deliver a resolution whilst identifying the root cause and process improvement opportunities.

The team have an excellent reputation, they also manage Executive Escalations with urgency and great proficiency.

 What you’ll own

• As the leader of the US Complaints team, we will look to you to lead and motivate people, demonstrating the Worldpay values and recognizing those who do the same
• Using your understanding of operations process to identify improvement opportunities within the business to improve customer experience
• Accountability for objectives and leading the team to deliver against their individual targets and Service Levels
• Executive Escalations with responsibility to ensure that robust investigations are carried out timely and accurately.
• Responsibility for complaints through to resolution with a written outcome
• Managing expectations of all internal and external customers.

Where you’ll own it

You’ll own it in our Cincinnati Office – US Headquarters!  While we’re a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person. 

What you bring

• People management skills and leadership experience
• Experience in Operations Management
• Good investigation skills and problem-solving ability

• Enthusiasm, resilience and drive with the ability to work effectively in a constantly changing and pressured environment.

• Excellent communications skills in both in writing and verbal

• Confidence to make decisions and identify solutions
• Team player with positive attitude able to build and maintain effective working relationships with a range of people, including Senior Leadership Team
• Experience of achieving operational targets

Worldpay perks - what we’ll bring for you

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Parental leave policy.
• Global recognition platform.
• Virgin Pulse access.
• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collab