Full details of the job.
Vacancy Name: Customer Service Advisor Fixed Term Contract
Vacancy No: VN362
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:
This role is a fixed term contract until the end of December 2024
Monday - Friday 9am - 17:15
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. Our products are split across three core business divisions:
1. In Shopping, we enhance retailer propositions and customer experiences through EPoS services via PayPoint One, card payment technology, ATMs, and home delivery technology partnerships in over 60,000 SME and retailer partner locations across multiple sectors.
2. In E-commerce, we deliver best-in-class customer journeys through Collect+, a tech-based delivery solution that allows parcels to be sent, picked up, and dropped off at thousands of local stores.
3. In Payments and Banking, we help companies and their customers make and receive payments quickly and conveniently, including our digital payments platform, MultiPay.
Together, these solutions enable The PayPoint Group to create long-term value for all stakeholders, including customers, communities, and the world we live in.
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 can 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?
* 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
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.
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