Customer Service Advisor

PayPoint plc; Welwyn Garden City; Hybrid; GBP 15,000 - 19,000; Part time

Job summary

PayPoint plc in Welwyn Garden City is seeking a Retail Service Advisor on a part-time fixed-term contract to support customers and retailers using the Payment Exception Service, helping those without a bank account access benefits or pension payments from the DWP.

You will join our Contact Centre, handle queries by phone, email and audio message with empathy and clear solutions, and use Outlook and Excel to manage workload.

Qualifications

• Excellent customer service skills and the ability to provide the right solution for each customer.
• Ability to build rapport quickly over the phone and maintain professionalism.
• Strong empathy and active listening when dealing with sensitive cases.
• Experience using Microsoft Outlook and Excel to manage queries.

Responsibilities

• Handle customer queries by phone, email and audio message.
• Support customers using the Payment Exception Service to access DWP allowances or pensions.
• Manage conversations with empathy, professionalism and resilience.
• Build rapport quickly and provide clear, helpful information to customers.
• Use internal systems and Microsoft tools such as Outlook and Excel to manage queries accurately.

Skills

Customer service

Communication skills

Empathy

Active listening

Resilience

Tools

Outlook

Excel

Job description

Retail Service Advisor – part time fixed term contract
Welwyn Garden City AL7 1EL with some homeworking

Monday-09:30-15:15, Friday-08:00-14:15, Saturday- 08:00-14:00- Sunday-10:00-16:00

£16,878 per annum

Fixed term contract from November 2026 – 31st March 2027

About the role

At PayPoint, our customers and retailers are at the heart of everything we do. We are looking for compassionate, customer-focused Retail Service Advisors to support people using the Payment Exception Service, which helps those without a bank account collect benefit or pension payments from the DWP.

This is a rewarding role where you will support customers who may be vulnerable, helping them access essential payments with empathy, patience and care. If you want to make a genuine difference to people’s lives and can remain calm in challenging situations, this could be the perfect opportunity for you.

What you’ll be doing

You’ll be part of our Contact Centre team, handling customer queries by phone, email and audio message. You’ll listen carefully, show empathy and work to find the right solution for each customer.

• Support customers using the Payment Exception Service and help them access their DWP allowance or pension payments.
• Handle sensitive and sometimes difficult conversations with empathy, professionalism and resilience.
• Build rapport quickly and provide clear, helpful information to customers.
• Work at pace while maintaining high service standards and customer care.
• Use internal systems and Microsoft tools such as Outlook and Excel to manage queries accurately.

The pace is fast, so we’re looking for people who are focused, resilient and committed to delivering excellent service every day.

What we’re looking for

• The ability to handle challenging conversations calmly and professionally.
• Excellent communication skills, with the ability to build rapport quickly over the phone.
• Strong empathy, active listening skills and a genuine desire to help others.
• Excellent customer service skills and the ability to provide the right solution for each customer.
• Resilience, focus and the drive to succeed in a busy contact centre environment.
• Experience using Microsoft products such as Outlook and Excel.
• Flexibility to cover additional shifts when needed.
• A commitment to consistently meeting customer service and service standard targets.

It would be great if you also have

Previous experience in a customer-focused role where you have supported people who may be vulnerable or facing difficult circumstances.