Payments Escalation Specialist, Tiney

• 2+ years experience in payments, financial services, or a similarly regulated industry, handling cases, disputes, or complaints
• Strong customer communication skills, confident handling complex conversations by phone and in writing
• Problem-solving mindset, with the judgement to apply policy consistently while providing excellent customer experience
• Confidence working with financial data and reporting to ensure accuracy across multiple systems
• Data analysis skills: able to work with spreadsheets, reconcile large and complex payments, and spot anomalies
• Continuous optimisation: You come up with innovative and scalable solutions to day-to-day problems and suggest changes to processes to improve efficiency
• Familiarity with fraud processes and collections processes

Desirable

• We’re looking for someone who combines strong attention to detail with a structured approach to work. You’ll be confident tackling complex information, turning it into clear actions, and solving problems for customers. You should also bring an interest in how payments operate within a business, and a collaborative, mission driven mindset
• Case ownership: Taking end to end responsibility for escalated payments and billing cases, working directly with childminders, parents and local authorities by phone and in writing
• Customer service: Provide clear timely and empathetic resolutions that help customers feel supported and informed throughout
• Team guidance: Support frontline team members by advising on best practice
• Payment reconciliations: Ensuring our customers are paid accurately and on time by reconciling large bulk payments we receive
• Escalation reduction: Spot trends with repeated escalation, provide feedback to the Payments Team Lead and Supervisor to help prevent future escalated cases
• Work with local authorities: Act as a point of contact for local authorities on payment related queries, build strong relationships and ensure accurate, timely information flows both ways
• Iteration & Learning: Test, learn, and adapt – nothing is sacred if a better way is possible

• 1. Apply with your profile
• 2. Initial Call – A short video chat with someone from our people team
• 3. Hiring Manager Interview – A deep dive into your experience and skills
• 4. Task Presentation & Team Chat – We’ll ask you to prepare something relevant to the role
• 5. Culture & Values Chat - Meet with the wider team
• 6. Offer – We move fast when we know we’ve found the right person!