Customer Service Advisor Fixed Term Contract

PayPoint plc; Welwyn Garden City; On-site; GBP 25,000; Full time

Job summary

A leading company is seeking a Customer Service Advisor for a fixed-term contract in Welwyn Garden City. This role focuses on delivering exceptional service to customers using the Payment Exception Service, requiring strong communication and empathy skills. The position offers a salary of £24,055 and opportunities for career progression within the company.

Qualifications

• Ability to handle challenging conversations with customers.
• Excellent communication and empathy skills.
• Experience in a customer-focused role with vulnerable people is a plus.

Responsibilities

• Listen, empathize, and find solutions to customer problems.
• Manage queries via email, calls, and audio messages.
• Ensure customers can access their DWP allowances/payments.

Skills

Communication

Empathy

Customer Service

Resilience

Listening Skills

Tools

Microsoft Outlook

Excel

Job description

Customer Service Advisor Fixed Term Contract

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Vacancy Name: Customer Service Advisor Fixed Term Contract

Vacancy No: VN468

Employment Type: Full-Time

Business Name: PayPoint PLC

Location: Welwyn Garden City

Job Details

We are passionate about our customers and retailers at PayPoint. They are at the heart of our business, and we always want to ensure we deliver exceptional customer service. We are looking for advisors to handle contact from customers who use “The Payment Exception Service,” which is a way for people without a bank account to collect benefit or pension payments from the DWP.

If you are customer-focused, with the right skills, commitment, and capability to deliver an exceptional public service to customers who may come from vulnerable parts of society, this is the perfect role for you.

We have a Contact Centre based at our head office in Welwyn Garden City.

This is a 3-month fixed-term contract paying £24,055.

Working hours are Monday - Friday, 9 am - 5.15 pm.

Address: Welwyn Garden City AL7 1EL

What will you be doing?

You will be listening, empathising, and finding solutions to the problems and challenges faced by our customers every day. You will manage queries via email, calls, and audio messages.

We are looking for people with the right skills, commitment, and capability to assist consumers with their queries, ensuring they can access their DWP allowances/payments. If you have a genuine dedication to helping the vulnerable, are customer-focused, and can deliver exceptional service with empathy and compassion, you will find great satisfaction in this role.

The pace is fast, so we need driven, focused, resilient individuals who want to succeed.

What would we like from you?

• Ability to handle challenging and difficult conversations with customers
• Excellent communication and empathy skills to build rapport over the phone
• Excellent customer service skills
• Great resilience
• Experience using Microsoft Outlook and Excel
• Good listening skills
• Ability to provide the right solutions to customers
• Flexibility to cover extra shifts if required
• Consistently meet customer service and standards targets

It would be great if you already have…

• Experience working in a customer-focused role with extremely vulnerable people

Career progression opportunities

Once you master the Customer Service Adviser role, you can progress to Senior Retail Service Advisers, Team Leaders, or move into Retail Operations, Parcels, Retail Collections, IT, junior finance, or administrative roles.

What can we do for you?

We offer a rewarding experience working at our head office or remotely. We support your development through a personalized career plan.