In the second instalment of our Employment Spotlight series, Richard Beckett, Customer Service Advisor, gives an insight into working at Retail Merchant Services...
How long have you been working at Retail Merchant Services and what is your background?
I have been working for Retail Merchant Services for just over 3 years now, having previously worked in the retail industry.
What are the main responsibilities of your role at RMS?
To deal with the escalated technical faults from our customers. I have also recently started a training programme for our new Customer Service members.
What does a typical day in the office consist of?
A typical day in the office for me consists of me outbound calling our customers to answer any questions or fix any terminal issues that they may have. I also help others within the Customer Service department, providing help with an issue they may be experiencing.
What do you think is the key benefit for a customer when selecting RMS?
We have a team of well-trained individuals in all departments across RMS and when a customer calls we aim to give them the best service that they won’t get anywhere else. We are very competitive when it comes to prices and look to save customers money, may it be on terminal pricing or on transaction fees.
Do you feel that there is opportunity for career advancement/development at RMS?
Yes the opportunity is there, you just have to push yourself, take control of your own progression and set your own goals. I am working closely with John Hambridge (Customer Service Manager) and we are setting goals for me to achieve - taking on new work to get me to where I want to be. It does not happen overnight but the more effort you put in as an individual the quicker you will see your own progression.
What are the qualities of a great employee?
To me it’s their drive, determination and commitment. You need to be determined on where you want to be but you can only drive yourself there. Yes others will be there to help you along the way to help, but it’s your own commitment as an employee to get there.
If you could describe the culture of RMS in three words what would they be?
Friendly, exciting and enjoyable