Payment Operations Representative

Payment Operations Representative OUR MISSION To become the car-changing destination of choice. By combining technology, media and deep automotive expertise, we've turned how people buy, sell, advertise and lease cars on its head. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Last year alone we grew over 50% with nearly £3bn worth of cars bought through our platform, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024 we went big and acquired Autovia - creators of AutoExpress and Evo magazines - doubling our audience overnight. Together we now have one of the biggest YouTube https://www.youtube.com/carwow channels in the world with almost 10m subscribers and over 1.1 billion annual views, while we sell 1.2 million print copies of our magazines and have an annual web content reach over 350 million. AND WE’RE A LONG WAY FROM DONE! YOUR MISSION In this role, you’ll ensure our payment workflows are handled accurately and without delay. You will be the primary point of contact for troubleshooting payment failures and resolving complex issues as they arise. Since we work in a fast-paced environment, your goal is to provide our dealer partners and sellers with clear, dependable support and keep our financial operations running smoothly. KEY RESPONSIBILITIES Workflow & Issue Management - Prioritisation: Manage a high volume of requests, ensuring urgent tasks are handled quickly to meet daily targets. - Problem Solving: Act as the lead contact for high-priority payment issues and technical failures, digging into the "why" to find a fix. - Collaboration: Work closely with engineering and banking partners to resolve background issues without letting the ball drop. - Process Efficiency: Watch for recurring bottlenecks and suggest practical ways to keep our workflows moving faster. Payment Lifecycle & Compliance - Monitoring: Oversee daily processing and monitor wallet balances so dealers are always ready to bid. - Onboarding: Guide new partners through the onboarding process, ensuring all compliance and documentation checks are handled with precision. - Investigations: Lead the investigation into payment returns or reversals, ensuring any discrepancies are cleared up promptly. - Operational Support: Help other teams coordinate collections and answer payment-related questions as they arise. Communication & Experience - Partner Support: Provide professional, personalised support to our dealers and sellers, making sure they feel heard and helped. - Clarity: Translate complex technical payment errors into clear, easy-to-understand updates for partners and stakeholders. - Resolution: Aim to solve issues on the first call or email, using empathy and expertise to de-escalate tough situations. - Feedback: Share observations from your daily interactions to help the team improve our products and services. KEY REQUIREMENTS - Composure: You stay productive and positive during busy periods or unexpected system outages. - Attention to Detail: You take pride in being precise, especially when handling sensitive financial data and documents. - Critical Thinking: You don’t just follow a manual; you look for ways to improve how we work through automation or better logic. - Industry Knowledge: You have a solid understanding of settlement processes, industry guidelines, and relevant regulations. WHAT’S IN IT FOR YOU? - 💸 Competitive comp package - 🌴 28 days' holiday increasing to 35 with length of service, plus extras for house moves, weddings and more! - Meal allowance of 8,32€ per working day (via Coverflex) - 📈 Employee-friendly share options - ❤️‍🩹 Private healthcare insurance - 💚 Monthly coaching sessions with Spill - our mental wellbeing partner - 👪 Inclusive parental, partner and shared parental leave including up to 20 weeks' full pay maternity and shared parental leave, and 8 weeks' full partner pay, as well as fertil ... (truncated, view full listing at source)