Job Purpose: An exciting and challenging role has arisen within the BS&A team. The role would suit an individual with excellent communication, interpersonal and organisational skills. The role requires a person who is able to work well under pressure whilst providing excellent customer satisfaction to 20,000+ Customers and Internal staff in the Visa Europe region. Key Accountabilities: Ensure customer satisfaction through the provision of excellent quality service by resolving complex customer queries in an accurate and timely manner Ensure that service level agreements/targets are met Administration of VOL database and VOL related systems Ensure VOL users and organisation are adhering to the regulations Administration of IARS and AVAS databases Manage Member Business Publication requests Uploading bi-annual V.I.P. Manuals Respond to VOL related queries from member, processor and non-members in a timely manner Respond to queries and requests from internal staff in a timely manner. Manage ADVT packs/upgrade orders from Members and Vendors Contribute to VOL projects Provide Member training and internal VOL training Provide support for Visa Clarity CARE Administration Assist with a range of Visa wide projects on behalf of Customer Services Assist Service Implementation and Customer Support As with all positions in the company, adhere to the Visa Health and Safety Policy Essential Criteria: Experience of working in a Customer Service or Helpdesk environment, ideally within a B2B environment Flexibility in working hours including Bank Holidays and potentially some weekends / evenings Self motivated and able to seek out solutions using own initiative Demonstrate basic analytical and problem solving skills, such as: Able to interrogate databases; able to apply logic when investigating and resolving problems; able to ask relevant, probing, detailed questions to aid timely problem resolution Credible and self confident – able to deal with Members and all internal Visa departments Demonstrate interpersonal, telephone, email and general communication skills Accurately disseminate information both to and from the Customer, on behalf of or instead of, all Visa Europe departments Share information and knowledge with colleagues Accountable for own performance, accuracy, standards and achievements Education and Training: Ideally educated to degree level, A level education or equivalent as a minimum PC literate - in particular word processing and spreadsheets Systems literate – able to interrogate databases Visa Europe is a membership association - an organisation owned and operated by its 4,600 European member banks. In October 2007, Visa Europe became independent of the new global Visa Inc., with an exclusive, irrevocable and perpetual licence in Europe. As a dedicated European payment system it is able to respond quickly to the specific market needs of European banks and their customers – cardholders and retailers, and to meet the European Commission’s objective to create a true internal market for payments. Visa enjoys unsurpassed acceptance around the world. In addition, Visa/Plus is one of the world’s largest global ATM networks, offering cash access in local currency in over 170 countries.