Customer Support Advisor

PayPoint plc; Welwyn Garden City; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

25 days holiday + option to purchase 5

Job summary

PayPoint plc is seeking a Customer Support Advisor to join the Parcels Team in Welwyn Garden City. This permanent role offers hybrid working after probation and a salary of £25,510 per annum, with a 25-day holiday allowance and the option to purchase 5 extra days.

The role balances outbound calling with administrative support to improve retailer compliance and deliver an excellent customer experience. You will engage with retailers, resolve queries, and contribute to service improvements in a

Qualifications

• Previous experience in a busy customer service environment.
• Experience in outbound or inbound telephony roles.
• Good working knowledge of Microsoft Office (Excel).
• Experience dealing with both internal and external stakeholders.
• Ability to work in a fast-paced, sometimes demanding environment.
• Flexibility to work weekends on a rota basis.

Responsibilities

• Make outbound calls to existing and prospective retailers to reduce non-compliance.
• Support colleagues and retailers by resolving queries, issues, and escalations efficiently.
• Deliver training to retailers to improve understanding of terminal processes.
• Handle queries relating to site changes, installs, decommissions, and suspensions.
• Manage queries from new or test clients.
• Ensure all issues are resolved within agreed SLAs, escalating where necessary.
• Build strong relationships with retailers and provide outstanding customer care.
• Support wider Retail Operations with ad hoc projects and administrative tasks.
• Train new starters and colleagues when required.

Skills

Communication

Customer service

Organization

Time management

Proactiveness

Adaptability

Teamwork

Tools

Microsoft Excel

Job description

Customer Support Advisor – Parcels Team

Location: Welwyn Garden City (with some hybrid working post probation)

Contract: Permanent

Salary: £25,510 per annum / 25 days holiday with the option to purchase 5 more days

Rota: Monday – Friday 9am – 5.15pm with the requirement to work a weekend once a month (with time off in lieu)

The Role

We’re looking for a proactive and customer-focused Retail Support Advisor to join our Parcels team. This role combines outbound calling and administrative support to help drive retailer compliance, improve service standards, and deliver an excellent customer experience.

Key Responsibilities

• Make outbound calls to existing and prospective retailers to reduce non-compliance
• Support colleagues and retailers by resolving queries, issues, and escalations efficiently
• Deliver training to retailers to improve understanding of terminal processes
• Handle queries relating to site changes, installs, decommissions, and suspensions
• Manage queries from new or test clients
• Ensure all issues are resolved within agreed SLAs, escalating where necessary
• Build strong relationships with retailers and provide outstanding customer care
• Support wider Retail Operations with ad hoc projects and administrative tasks
• Train new starters and colleagues when required

About You

You’ll be a confident communicator who thrives in a fast-paced environment and enjoys working with a wide range of people.

You Will Have

• Excellent communication and interpersonal skills
• Strong organisation and time management abilities
• A proactive, self-motivated approach with the ability to work independently
• A flexible mindset and ability to adapt to change
• A team-focused attitude, with the confidence to take initiative
• Strong problem-solving skills and attention to detail

Experience Required

• Previous experience in a busy customer service environment
• Experience in outbound or inbound telephony roles
• Confident handling customer queries and working to deadlines
• Good working knowledge of Microsoft Office (particularly Excel)
• Experience dealing with both internal and external stakeholders
• Ability to work in a fast-paced, sometimes demanding environment
• Flexibility to work weekends on a rota basis

Contract type

Permanent

Salary

£25,510

Closing date for applications

24th September, 2026

REF-(phone number removed)