Customer Service Advisor Full Time

PayPoint plc.; Welwyn Garden City; On-site; GBP 10,000 - 40,000; Full time

Job description

Job Details: Customer Service Advisor Full Time

Vacancy Name: Customer Service Advisor Full Time

Vacancy No: VN361

Employment Type: Full-Time

Business Name: PayPoint Network Ltd

Location: Welwyn Garden City

Why are we recruiting?
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.” This service is a way for people who do not have 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. Training will be full time and in our offices. There is some home working but you will be working in our office for the majority of your shifts.

Shift Pattern:
Monday - Friday 10am - 18:00
Paying £22,700 per annum plus benefits

Who are we?
For tens of thousands of businesses and millions of consumers, we deliver innovative technology and services that make life a little easier. The PayPoint Group serves a diverse range of organisations, from SME and convenience retailer partners to local authorities, multinational service providers, and e-commerce brands.

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 be managing queries via email, calls, and audio messages.

What would we like from you?
The ability to handle challenging and difficult conversations with customers
Excellent communication and empathy skills with the ability to build rapport quickly over the phone
Excellent customer service skills
Great resilience
Experience using Microsoft products such as Outlook and Excel
Good listener
Provide the right solutions to customers
Someone who really wants to make a difference
Flexibility – you may be asked to cover some extra shifts
Consistently deliver customer service targets and service standards targets

It would be great if you already have…
Experience working in a customer-focused role where you have previously worked with extremely vulnerable people.

Where can you expect to move to once you have mastered a Customer Service Adviser role?
If you stay within the Contact Centre, we have Senior Retail Service Advisers and Team Leaders. If you choose to progress out of the Contact Centre, people have moved into Retail Operations, Parcels, Retail Collections, and IT. If you decide to upskill, you could move into a junior finance role or an administrative role in a client team.

What can we do for you?
You can expect a rewarding experience working with us in our head office in Welwyn Garden City as well as homeworking. Working in our Contact Centre will allow you to create a development plan for your journey at PayPoint where we will support you with your development.