Job Description

Every one of our Customer Care Professionals represents the American Express Brand. They take their work personally because they are more than a friendly voice on the phone, they are problem solvers and relationship builders. And the people you will work with, and the customers you will care for, value your passion and unique personality as much as we do.

Global Merchant Operations (GMO) is the operational backbone that enables American Express merchants to do business with confidence, scale, and continuity across our global markets. The team is responsible for delivering reliable, high-quality servicing to merchants that accept American Express, ensuring seamless day-to-day operations while protecting the brand, mitigating risk, and supporting growth.

Customer Care Professionals within the Merchant Servicing UK Team handle customer service inquiries and problems, use computerized systems for tracking information and/or troubleshooting and assess merchant customer needs and suggest/promote alternative products or services.

Join our fantastic team for UK Merchant team.

Based in Hybrid environment, this includes 3 days a week in the office and the option for 2 days working from home. 35 hours per week between Monday to Friday, shifts varying between 8am- 6pm.

• Your role is to provide excellent levels of service to American Express’ UK Merchants as well as providing internal support. You will be supporting a range of services by swiftly and accurately responding to phone calls from our customers, making it easy to do business with us, while solving customer issues and celebrating their value to us.
• Build meaningful relationships with our Merchants through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Merchant and American Express
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Own issues to the point of resolution
• Navigate computer systems and applications to service our Merchants, and enable them to get the most from our online and mobile platforms.
• Managing a workflow in line with departmental and individual goals and to departmental quality standards
• Phone based role with some admin tasks
• Re-prioritize and adapt to an ever-changing environment

We provide in-depth training for this role but to help you be at your best we are looking for applicants with the following skills

• Strong verbal and written communication in English
• Passionate about providing excellent customer service
• Computer literate to an intermediate level
• Organised, diligent, with attentive listening skills.
• Fast paced environment of variety of day-to-day workloads.
• We are seeking someone who is an outstanding multi-tasker with a flexible approach to daily tasks
• A problem-solving mindset.
• You will have previous Customer Service experience, either face to face or over the phone
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Merchants.

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail.

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.