Customer Journey Specialist Permanent

Title: Customer Journey Specialist 

Based: Hydrid – Stafford/Remote 

Hours: 37.5 Monday – Friday  9am-5.30pm 

Salary: £22,756.50 

About us 

TopCashback is one of the world’s biggest cashback sites and we help save our members money when they shop. We have more than 20 million members globally and work with more than 6000 brands across three different continents.

We’re extremely proud to provide an award-winning service to our members. Most recently we have won one of the most prestigious accolades for UK businesses -the Queen’s Award for Enterprise in International Trade. We are a six time winner of Cashback site of the year at the Moneyfacts Consumer Awards. We have also won a range of accolades at the prestigious Performance Marketing Awards including Industry Choice of Publisher (six times in the last seven years) and Best Team in Performance Marketing (won in 2021).

At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work, makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in. After all, we spend most of our time together.

With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.

The Role

If you enjoy numbers, problem solving and chatting to a variety of people, this could be the role for you!

We’re the team working in the back ground to fix things when they go wrong with cashback, or better yet, spotting the potential issue before it even reaches our members!  To do this, we are reliant on a lot of communication internally, and externally, to look into identifying root causes as well as the best way to resolve moving forward.

We’re also the team dedicated to recovering as much cashback for our members as possible, whether that is chasing up delays with our claims process or delays in members receiving cashback ready to withdraw from their TopCashback accounts.  All of this is achieved by running regular reports and spotting trends in the numbers reporting back to us.  Once an issue is spotted, it is down to us to follow up and take ownership until a resolution is finalised.

Full training is provided.

Key Skills

• Relationship Building – creating and maintaining relationships both over the telephone and via email majority of the time, though some face to face meetings as well.
• Problem Solver – have a logical approach to problem solving.
• Spotting Trends – delving into the information available and highlighting where trends are forming.
• Time Management Skills – after training you will be required to manage your own workloads, so ability to prioritise is key.
• Clear Communicator – you’ll be providing information to other members of the team to enable them to advise our members with up to date information.
• Microsoft Excel – full training can be provided, though basic knowledge is beneficial.