Payments Escalation Specialist

• 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

• 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

Experience working with Local Authorities, childcare funding, or public sector payments

• At home Workstation set up
• Company Stock options
• 28 days paid leave ( including 4 days during our Christmas closedown)
• Life and long term sickness insurance
• Up to £5k of childcare contributions for working parents
• A paid reflection day during your first month
• A day off for your birthday
• A paid sabbatical after 5 years of employment
• Access to Self Space therapy sessions
• Whole team social activities