Customer Experience & Payments Advisor

Allscreens Nationwide Ltd; Leeds; On-site; GBP 21,000 - 28,000; Full time

Job summary

Allscreens Nationwide Ltd is seeking a customer service advisor to be the first point of contact for customers, handling enquiries, payments, and PCN-related queries with a professional approach.

You will log interactions in the CRM, respond in line with company policies and SOPs, ensure data protection and health & safety compliance, and help maintain service quality by achieving KPI targets while supporting policy development.

Responsibilities

• Provide excellent customer service as the first point of contact for customers, enquiries, payments, and PCN-related queries.
• Act as the first point of contact for customers, delivering a positive and professional service experience.
• Respond to customer enquiries in line with company policies, procedures, and SOPs.
• Handle inbound customer calls and process payments securely over the phone.
• Provide guidance and support regarding PCNs, appeals, and representations.
• Resolve customer queries and complaints, escalating complex issues when necessary.
• Accurately document all customer interactions within the CRM system.
• Maintain service quality and achieve departmental KPI and performance targets.
• Ensure compliance with Data Protection, Health & Safety, and all relevant regulations.
• Support the development of policies and processes through effective communication and feedback.
• Undertake additional duties as required to support team and departmental objectives.

Job description

Allscreens Nationwide Ltd is seeking a customer service advisor to be the first point of contact for customers, handling enquiries, payments, and PCN-related queries with a professional approach.

You will log interactions in the CRM, respond in line with company policies and SOPs, ensure data protection and health & safety compliance, and help maintain service quality by achieving KPI targets while supporting policy development.