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- Tasks: Help customers with payment issues, providing solutions via calls and emails.
- Company: Join PayPoint, a leader in innovative technology and services for businesses and consumers.
- Benefits: Enjoy a competitive salary of £22,700 plus benefits, with some remote work options.
- Why this job: Make a real difference by supporting vulnerable customers and developing your career.
- Qualifications: Strong communication skills, empathy, and experience in customer service are essential.
- Other info: Opportunities for career progression within the company after mastering the role.
The predicted salary is between 19700 - 24840 £ 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: Monday - Friday 10am - 18:00
Pay: £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.
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.
Contact Detail:
PayPoint plc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Full 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 demonstrate your commitment to providing exceptional support.
✨Tip Number 2
Practice active listening skills before your interview. Being able to listen and respond appropriately to customer needs is crucial in this role, so consider role-playing scenarios with friends or family to enhance your communication abilities.
✨Tip Number 3
Research common challenges faced by vulnerable customers and think about how you would handle those situations. This will not only prepare you for potential interview questions but also show your genuine interest in making a difference.
✨Tip Number 4
Be ready to discuss your previous experience in customer service roles, especially if you've worked with vulnerable populations. Highlight specific examples that showcase your empathy, resilience, and problem-solving skills to stand out during the selection process.
We think you need these skills to ace Customer Service Advisor Full 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.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service. Emphasise any roles where you have dealt with vulnerable customers or handled challenging conversations.
Write a Strong Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Provide specific examples of how you've successfully resolved customer issues in the past and demonstrate your empathy and communication skills.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at PayPoint plc.
✨Show Empathy and Understanding
As a Customer Service Advisor, you'll be dealing with vulnerable customers. Make sure to demonstrate your ability to empathise and understand their situations during the interview. Share examples from your past experiences where you successfully handled sensitive conversations.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Be prepared to discuss how you've effectively communicated with customers in previous positions. Use specific examples that showcase your ability to build rapport quickly over the phone.
✨Demonstrate Problem-Solving Abilities
The role involves finding solutions to customer issues. During the interview, be ready to talk about times when you've resolved challenging problems. This will show your potential employer that you can think on your feet and provide effective solutions.
✨Familiarise Yourself with Microsoft Products
Since the job requires experience with Microsoft Outlook and Excel, brush up on these tools before your interview. You might be asked about your proficiency, so being able to discuss how you've used these applications in past roles will give you an edge.
