The Role

The role is crucial to driving customer success while balancing commercial objectives. You will be responsible for dispute resolution services on behalf of our clients; tasks are assigned according to workload so you will need to be adaptable. You will need to be able to identify trends in qualification error and relay examples to Quality Assurance (with whom you will be working closely). You will also be required to communicate directly with account managers regarding discrepancies and dispute decisions. This role requires someone with excellent mediation and conversational abilities, a consistent, diligent work ethic and an eye for detail.

Responsibilities:

• Monitor department inboxes, respond to internal and external requests, and escalate to senior specialist/team leader when appropriate.
• Log receipt of Non-Portal Disputes (Spreadsheets of disputes sent to us from larger clients) - Check submissions for GDPR sensitive information, standardise formatting, pull reports and use excel formulas to populate the sheet with relevant data, transfer to communal sheets for investigation. Ensure all sensitive data is expunged before returning and archiving.
• Investigate disputes by phone, online, by listening to calls, or by verifying internal filters/discussing with account managers (where applicable).
• Flag client issues to relevant stakeholders, consult on dispute policy implications and implement decisions.
• Monitor the Commercial Refunds Slack channel. Action requests that have been formatted correctly and signed off. Investigate requests that lack detail/are outside policy/require overturning previous rejections. Escalate requests where necessary to senior specialist/team leader. Document all refunds outside policy.
• Maintain, update, and enforce amendments and exceptions to the dispute policy. Log and implement exceptions to the dispute policy agreed by the Account Manager. 
• Work with CCN management to mitigate disputes and improve quality; report poor quality telephone qualified leads, intent fails, GDPR breaches, etc. Report fails/GDPR breaches to Team Leaders and Senior Specialists. Attend weekly calibration meetings to ensure consistency.
• Provide dispute support to contact center agents/Team Leaders/Senior Specialist.
• Ensure that SLA's are met and that revenue is maximized by implementing caps and expediting decisions at short notice.
• Consult on and enforce the company's dispute policy.
• Be prepared to take ownership of/specialise in disputes for certain territories, subcats, clients. Keep the team apprised of ongoing issues, developments, and concerns, and work with the Team Leader/Senior Specialist and Sales to find resolutions. Provide handovers for complex clients during periods of absence. Draw on looker reports, dispute history, past communications to provide insight.
• Complete a timesheet to ensure accurate performance data against KPIS.
• Contribute to efforts to improve/refine Dispute procedures and processes.

Take ownership of administrative tasks.

Our Team

The Contact Centre is responsible for making sure our partners are getting highly relevant prospects and that potential customers get matched with companies that fit their needs.

Our mission is to deliver world-class customer service, instil trust with our partners  and build our brands as authorities in their markets. The Contact Centre is a critical part of the MVF process and important as part of our growth.

We optimise our lead qualification process to ensure we are finding the highest quality prospects for our partners and this is one of the reasons why MVF has an impressive client retention rate of 96%.

Our teams receive clear training so that we know our products inside out and can provide the best information and support to customers. It is a dynamic working environment - on average we talk to approximately 2,000 potential customers every day which totals over 300,000 customer leads for our partners per year.

Our interaction with product users means we can also feed back information to our marketing teams to help inform how they prospect customers, and to our commercial teams about what our partners are offering help them to close sales more effectively.

The Customer Services team to share insights into customer feedback, including the investigation and analysis of disputes and complaints, in order that they can continually raise the bar on MVF’s levels of service.

People joining this team will have fantastic opportunities to learn about our sectors globally, whilst working in a high performance environment in one of the fastest growing businesses in the UK. 

Our Story

MVF is an award-winning customer generation business supplying some of the world’s leading brands with high volumes of new customers in over 45 countries. In 2020 we were ranked 1st in the UK in the Sunday Times Best Companies to Work For List, and even won a special award for our commitment to our people’s learning and development.  

MVF topped the Sunday Times Tech Track as the fastest growing tech/media company in the UK, and we’ve been winning awards ever since; whether for growth, for excellence in marketing, or for innovation in other fields. At present, MVF is made up of 500+ amazing people in the UK and USA, and we’ll soon be launching our third regional office, this time in the APAC region.

Our focus on proprietary technology and multi-channel marketing expertise allows clients an unparalleled reach into new markets and channels, delivering engaged customers in real-time to fuel sustainable growth for some of the world’s most ambitious businesses.

We are on a mission to accelerate our clients’ growth by building the world’s most effective marketing platform through a passion for data, relentless innovation and the development of world class teams. We want you to help us get there!

Our MVF Values

Company culture is very important to us, and so we’re very proud to have been named the number 1 place to work in the UK in the Sunday Times Best Companies to Work For List 2020. We are constantly looking for ways to make MVF an even better environment for all our people. 

As well as providing a fun and inspiring workplace, we have clear values that inform everything we do; from who we hire, to the work we do, to which businesses we partner with.

We don’t just talk about our values, we live them:

• Drive to be world class
• Work smart & deliver fast
• Love innovation
• Help others succeed
• Earn trust
• Inspire positivity