Interim Customer Account & Change Co-ordinator

Are you looking for an interim opportunity within CDI Payment Services for Thales DIS UK Ltd? If you have a customer service administration background, enjoy system-based queries and change requests, then this could be an exciting fixed term contract opportunity for you supporting our UK wide banking and payment card industry customers!

What the role has to offer

• Opportunity to support a portfolio of high-profile payment card industry customer accounts
• Coordinating the design and order of payment cards with chance to learn about PCI DSS (Payment Card Industry Data Security Standard) compliance
• Working within a friendly & supportive team

Our Opportunity

We are looking for a proactive individual with a dedicated customer service background, exceptional organisational abilities, and proficiency in Microsoft Office and English for an interim development secondment. The ideal candidate excels in a dynamic, team-focused setting and shows resilience in challenging situations. While prior knowledge of contract management, export, sales, logistics, ERP systems (Oracle PDM), CRM, and smartcard technology is beneficial, full training will be offered.

Reporting to the Business Payment Customer Service Manager, you will provide day to day support to clients, ensuring satisfaction and SLA compliance. You will fully manage customer accounts from order entry to invoicing, driving upselling to maximize value. Leading on-site change implementations, you’ll coordinate with support teams for smooth execution. Collaborating with Production and Implementation teams, you’ll communicate product capabilities and technical impacts, especially in High Secure Areas, while keeping Customer Support updated on manufacturing. You’ll handle customer requests and claims, perform root cause analyses, attend meetings, support service reviews, and maintain accurate records for operational excellence.

Building a Future, we can all trust.

In order to provide a best-in-class customer experience, from the design of new technologies to the implementation and support of services, we need a Customer Service organisation with broad expertise. Thales is one big team, meaning you can work alongside colleagues from different backgrounds, learn from domain experts and continue to grow and develop your career in new positions or fields.

Thales DIS (Digital Identity and Security), formerly Gemalto, has a site in Fareham, UK. They work on various projects, including those related to PCI DSS (Payment Card Industry Data Security Standard) compliance. Thales acts as a registered Qualified Security Assessor (QSA) and offers services to help organisations achieve and maintain PCI DSS compliance. This includes assessing cardholder data environments, identifying gaps, and providing guidance on implementing security measures.

What we offer you

We offer a competitive salary and benefits package designed to support our employees’ wellbeing and professional growth, which includes:

• Pension
• Life Assurance – 2 x base salary minimum (8 x salary if part of the pension scheme)
• Income Protection – 50% of salary less state benefits for 5 years
• Annual Leave – 201 hours, bank holidays, plus 1 company day
• 24/7 Employee Assistance Programme
• 24 hours paid leave for volunteering activities
• Access to flexible benefits and discounts – dental insurance, buying & selling annual leave, cycle to work, and many more

Key Responsibilities and Tasks

• Take full ownership of customer accounts, from order entry to invoicing and upselling services
• Lead change implementation on-site within the live production environment, coordinating with support teams for success
• Collaborate with Production and New Product Implementation teams to communicate product and service capabilities within the High Secure Area
• Understand and communicate technical impacts within the change scope
• Keep Customer Support peers informed on the latest manufacturing and production techniques
• Coordinate and follow up on customer requests and claims internally
• Conduct effective root cause analysis following best practices and quality management processes
• Attend customer meetings and support service reviews
• Manage accurate and up-to-date record keeping

About You

At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world’s most critical challenges.

Essential:

• Demonstrated experience in customer service or related role
• Proficient user of Microsoft Office applications
• Demonstrates a strong customer-centric approach, exceptional organisational skills, and a proactive, self-motivated attitude
• Excels as a collaborative team player and thrives in high-pressure environments to consistently deliver outstanding results
• Proficient in English with excellent verbal and written communication skills

Desirable:

• Basic knowledge of contract management, export, sales, and logistics
• Proficiency in ERP – Oracle PDM is desirable, training and support will be available
• CRM experience and knowledge of smartcards
• Strong knowledge of Change Management principles and practices relevant to supporting organisational transitions and facilitating effective implementation of new processes

Ready to join us in supporting our diverse range of banking and payment card industry customers across the UK? Don’t wait - bring your skills and passion to an interim development secondment today!

Baseline Personnel Security Standard (BPSS)

• In line with Thales' Baseline Security requirements, successful candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years.
• The BPSS is the recognised standard for the pre-employment screening of individuals with access to government assets. Responsibility for completing the BPSS sits with the employing authority. It is not a formal security clearance, but its rigorous and consistent application underpins the national security vetting process at CTC, Level 1B, SC and DV.
• In addition to BPSS, Thales may conduct further checks (for example health or social media) as part of our recruitment process to meet our independent risk thresholds.

For further information on BPSS go to Government Baseline Personnel Security Standard

#LI-VG1

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now!