Customer Service Advisor PES Part Time

PayPoint plc.; Welwyn Garden City; On-site; GBP 12,000; Part time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor for a part-time role. This position focuses on delivering exceptional service to customers using the Payment Exception Service, ensuring that individuals without bank accounts can access their benefits. Ideal candidates will possess strong communication skills and a genuine commitment to helping vulnerable populations. With a hybrid work model, you will engage with customers empathetically, addressing their queries and challenges. This role offers a fulfilling opportunity to make a real difference in people's lives while developing your career within the company.

Qualifications

• Ability to handle challenging conversations with customers.
• Experience in customer-focused roles with vulnerable individuals.

Responsibilities

• Listen and empathize with customers to find solutions.
• Manage queries via email, calls, and audio messages.

Skills

Customer Service Skills

Empathy

Communication Skills

Resilience

Listening Skills

Tools

Microsoft Outlook

Microsoft Excel

Job description

Full details of the job.

Vacancy Name: Customer Service Advisor PES Part Time

Vacancy No: VN427

Employment Type: Part-Time

Business Name: PayPoint Network Ltd

Location: Welwyn Garden City AL7 1EL

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.

Work Schedule:
Saturday 08:00-14:00, Sunday 10:00-16:00, Friday 08:00-14:15 (18.25 hours)
Pay: £11,420
Start date: 17th March 2025
Hybrid role

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.

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

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

What would we like from you?

1. The ability to handle challenging and difficult conversations with customers
2. Excellent communication and empathy skills with the ability to build rapport quickly over the phone
3. Excellent customer service skills
4. Great resilience
5. Experience using Microsoft products such as Outlook and Excel
6. Good listener
7. Provide the right solutions to customers
8. Someone who really wants to make a difference
9. Flexibility – you may be asked to cover some extra shifts
10. 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.