Contact Centre Operator - L1

Payments happen everywhere, in busy city streets, local neighbourhood shops, and across millions of digital touchpoints. In most of these moments, Ingenico is quietly powering the point of sale where a customer pays. 

As the global leader in payment acceptance, we help retailers, banks, and payment providers make every transaction simple, secure, and seamless for millions of consumers worldwide. 

With a presence in more than 30 countries and a team of over 3,000 experts, we have been shaping the future of commerce for more than 40 years. Trust, innovation and care guide everything we do, and we empower our people to build the technology that moves commerce forward and makes a real impact on the future of payments tech.

The role 

You’ll be the first point of contact for merchants and banking partners who rely on their EFTPOS terminals to keep business moving. You’ll guide them through installations, upgrades, configurations. 

• Resolve Level 1 incidents by walking merchants through troubleshooting steps, setup, and everyday usage of their terminals.
• Handle inbound support as your core focus, with some outbound calls for follow ups, and configuration checks.
• Manage incidents end to end, following documented processes to diagnose issues, record details, and keep merchants updated.
• Collaborate with technicians to ensure smooth onsite work and accurate issue resolution.
• Escalate complex cases to Level 2 teams when required, while maintaining ownership and visibility for the merchant.
• Contribute to knowledge sharing, helping refine internal documentation and creating clear, helpful knowledge base articles.
• Deliver exceptional service, balancing technical accuracy with empathy, patience, and a genuine desire to help.
• Resolve issues with confidence, and ensure every interaction feels supported, understood, and in good hands 

The team and culture 

You’ll join a tight knit and genuinely diverse team of 14 that values positivity, feedback and continuous improvement. We invest in your onboarding with structured training and dedicated job shadowing, and we encourage everyone to bring ideas that improve how we support merchants. 

• Permanent role, based in Preston with onsite parking. Close to Northland
• Hybrid working
• Corporate discounts & recognition
• Birthday leave.  
• Paid primary caregiver parental leave (including fertility leave, adoption leave, foster carer/guardian leave, & grandparent leave)
• Public holiday swapping
• Flu vaccinations
• Office fruit box
• Social club
• Employee Assistance Program
• Salary continuance and life insurance
• Learning & development opportunities 

About You 

• Experience working in a high performing team within a customer support environment.
• Experience helping customers with technical hardware will be well regarded
• Comfort working with structured processes, documentation, and ticketing systems.
• A knack for breaking down technical concepts into simple, reassuring guidance.
• Curiosity and persistence when troubleshooting, finding the “why” behind an issue to provide the best outcome for the merchant
• Strong communication skills and a calm, empathetic customerfocused approach.
• A collaborative mindset and willingness to support team projects and improvements.
• Intermediate Excel skills (data analysis, pivot tables, reporting)
• Working knowledge of an IT Service Management tool (e.g., ServiceNow or BMC Remedy) 

 
Nice to have (and we’ll support you to learn if you don’t have them yet). 

• XML, with the ability to understand issues and determine root cause.  
• SQL, Batch, VBScript, Windows Registry, network hardware and network protocols
• Any knowledge of EFTPOS or POS systems 

Working pattern 

• Shift coverage across 6:00am to 8:00pm, with rosters published around 4 weeks in advance.
• In our 24/7 environment, all roles will include weekends, rotated evenly through the team
• There's a separate dedicated team for overnight shifts
• Hybrid working model: typically 2 days working from home (role and shift dependent).
  
  
  

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate because of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn
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