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- Tasks: Assist customers with queries about benefit and pension payments, providing solutions with empathy.
- Company: Join PayPoint, a leader in innovative payment solutions for businesses and consumers.
- Benefits: Enjoy a competitive salary, flexible home working options, and opportunities for career development.
- Why this job: Make a real difference by helping vulnerable customers while developing your skills in a supportive environment.
- Qualifications: Strong communication skills, resilience, and a passion for customer service are essential.
- Other info: This is a fixed-term contract until December 2024, with potential for career progression.
The predicted salary is between 18200 - 22700 £ 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.
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.
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.
Customer Service Advisor Fixed Term Contract employer: PayPoint plc
Contact Detail:
PayPoint plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Fixed Term Contract
✨Tip Number 1
Familiarise yourself with the Payment Exception Service and the specific needs of customers who may not have bank accounts. Understanding the service will help you demonstrate your commitment to providing exceptional customer support during interviews.
✨Tip Number 2
Showcase your empathy and communication skills in any interactions you have with the company, whether it's during networking events or informal chats. Being able to connect with others on a personal level is crucial for this role.
✨Tip Number 3
Research PayPoint's values and mission to align your responses with their customer-focused approach. This will help you convey that you share their passion for delivering exceptional service to vulnerable customers.
✨Tip Number 4
Prepare for potential role-play scenarios that may come up during the interview process. Practising how to handle challenging conversations can give you the confidence to showcase your problem-solving abilities effectively.
We think you need these skills to ace Customer Service Advisor Fixed Term Contract
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor at PayPoint. Highlight your customer service experience and ability to handle challenging conversations in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your communication skills, empathy, and any relevant experience working with vulnerable individuals.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to helping others. Use specific examples from your past experiences to demonstrate how you meet the requirements of the role.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your contact information is correct. A polished application reflects your attention to detail.
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 difficult conversations in the past.
✨Highlight Your Communication Skills
Excellent communication is key for this role. Be prepared to discuss how you build rapport quickly over the phone and provide clear solutions to customer queries. Practise articulating your thoughts clearly and concisely.
✨Demonstrate Resilience
The pace can be fast and challenging. Share experiences where you've shown resilience in tough situations. This will show that you're capable of handling the demands of the role and can maintain a positive attitude under pressure.
✨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 being knowledgeable will give you an edge in the interview.
