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- Tasks: Assist customers with payment queries via calls and emails, providing solutions with empathy.
- Company: Join PayPoint, a company dedicated to exceptional customer service for vulnerable communities.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive development plan.
- Why this job: Make a real difference in people's lives while developing valuable skills in a fast-paced environment.
- Qualifications: Strong communication skills, resilience, and experience in customer service are essential.
- Other info: Opportunities for career progression within various departments after mastering the role.
The predicted salary is between 10000 - 12000 £ per year.
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?
- 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.
Customer Service Advisor PES Part Time employer: PayPoint plc
Contact Detail:
PayPoint plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor PES Part Time
✨Tip Number 1
Familiarise yourself with the Payment Exception Service and its importance for customers without bank accounts. Understanding the service will help you empathise with customers and provide better solutions during your interactions.
✨Tip Number 2
Practice active listening skills to ensure you can effectively address customer concerns. This will not only help you build rapport quickly but also demonstrate your commitment to providing exceptional service.
✨Tip Number 3
Showcase your resilience by preparing for challenging conversations. Think of scenarios where you might need to handle difficult situations and how you would approach them with empathy and compassion.
✨Tip Number 4
Be ready to discuss your flexibility in working hours, as this role may require covering extra shifts. Highlighting your willingness to adapt will show your dedication to the team and the service provided.
We think you need these skills to ace Customer Service Advisor PES Part Time
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles, especially those involving vulnerable customers. Provide specific examples of how you handled challenging situations with empathy and effective communication.
Highlight Key Skills: Make sure to mention your proficiency in Microsoft products like Outlook and Excel, as well as your ability to build rapport quickly over the phone. These skills are crucial for the role and should be clearly stated in your application.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for customer service and your commitment to helping vulnerable individuals. Use this opportunity to convey your motivation for applying and how you can contribute to PayPoint's mission.
How to prepare for a job interview at PayPoint plc
✨Show Your Empathy
As a Customer Service Advisor, you'll be dealing with vulnerable customers. Make sure to demonstrate your ability to empathise and connect with people during the interview. Share examples of how you've handled sensitive situations in the past.
✨Highlight Your Communication Skills
Excellent communication is key for this role. Be prepared to discuss how you effectively communicate with customers, especially in challenging conversations. Use specific examples to illustrate your points.
✨Demonstrate Resilience
The pace can be fast and the situations challenging. Talk about times when you've had to stay calm under pressure or bounce back from difficult interactions. This will show that you're ready for the demands of the job.
✨Familiarise Yourself with Microsoft Products
Since the role requires using Microsoft Outlook and Excel, brush up on your skills with these tools. You might be asked about your experience with them, so be ready to discuss how you've used them in previous roles.
