Customer Contact Centre

The Ingenico NER Customer Contact Centres are central to our relationship with our customers, acting as the first point of contact and managing their support journey. The Centres handle almost a million interactions with our customers during the year via inbound and outbound telephone calls. Most of these are dealt with by the Helpdesk talking to merchants who need some assistance with their Ingenico product or service.

Within the Contact Centre there is also a Customer Service team who deal with the more general questions, which may include changes to their terminal set up, a software upgrade issue or maybe just arranging a collection or delivery of an Ingenico device.

The Customer Contact Centres are based in two locations, the largest being in Northwich, Cheshire and the other in the UK head office in Dalgety Bay. The Contact Centres also have dedicated Training, IT, Quality and reporting resources.

As well as day to day contact with customers, the Contact Centre works closely with the otheroperational teams, sales and the technical support teams.

The roles that we have

Helpdesk Team Leader
IT Support
MI Resource Planning
Quality Assessor
Trainer
Customer Service
Logistics

Find out what Rory thinks about working in our Contact Centre

I have been working for Ingenico for nearly eleven years and for the last four I have worked as a ‘Contact Centre Trainer’. I am responsible for the training of all our new starters as well as introducing the contact centre team to new products and systems.

I love to interact with different people and enjoy watching those I have trained grow within the business. There is a great sense of achievement to know that I was there at the start of their journey. And I’ve made my own progress too.My career with Ingenico began in the customer services department, moved to the helpdesk and then finally into a training role. My progression during this period has been very satisfying, I’ve learnt a great deal, particularly about learning and development.

We work hard at Ingenico and having an excellent team ensures we are able to achieve so much more than we could as individuals. The team spirit is brilliant; we wouldn’t be able to achieve the things we do without the whole team working as one.

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