Payment Operations Specialist - Payment Incident & Chargeback

The role

Behind every transaction at Next is a complex network of systems and processes that need to run perfectly.

We are looking for a knowledgeable and technical Payment Operations Specialist to join our team at Head Office. In this role, you will be the central point of coordination for payment incidents and chargeback management. If you are a logical thinker who enjoys solving complex problems at pace, this is an incredible opportunity to make a real impact.

You will take responsibility for the integrity of our payment platforms, ensuring disruptions are minimised and financial losses are mitigated.

• Incident Coordination: Act as the central link between Finance, internal tech teams, and third-party acquirers to resolve payment priority incidents.

• Chargeback Management: Investigate and defend inbound chargebacks for Worldpay and Amex, working toward a 100% defence rate and improving our overall win rate.

• System Oversight: Manage and coordinate new Merchant ID (MID) requests for our online and retail platforms, including our Total Platform clients.

• Relationship Management: Maintain strong relationships with third-party providers to ensure they deliver according to our service level agreements.

• Process Improvement: Audit manual payment processes and update Standard Operating Procedures (SOPs) to ensure we are always working efficiently.

• Analytical Reporting: Review chargeback data and volumes, providing clear insights to stakeholders across the business.

We are looking for a person who is highly technical, independent, and thrives under pressure.

Essential Criteria:

• Payment Expertise: Proven experience in online payments and incident coordination within a fast-paced environment.

• Technical Mindset: A logical problem solver who can make high-quality decisions quickly when faced with complex system issues.

• Analytical Skills: Strong data skills with an exceptional working knowledge of Google Sheets or Excel.

• Communication: An inspiring communicator who can confidently present findings to internal teams and external third parties.

• Organisation: Methodical and efficient, with a sharp eye for detail even when working to tight timescales.

• Adaptability: A positive attitude toward learning and a willingness to adapt as our business needs change.

Desirable Criteria:

• SQL Knowledge: Experience with SQL is a plus, helping you dive deeper into our data.

• Experience of working in a large corporate environment

• T&E Experience: Familiarity with Travel & Expense platforms and expense submissions.

Please note this is an office based role

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Benefits