Customer Service Advisor

The hours for this role are Monday - Friday 12pm - 8pm paying £24,055

You will need to be in our office for training in Welwyn Garden City AL7 1EL for the first 3 months 

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 customer 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.

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, your customer-focused, and able to deliver exceptional service in difficult circumstances with empathy and compassion to people who really need your support and want to make a real difference to lives of others 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?

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.