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- Tasks: Help customers with payment issues and provide exceptional service via calls and emails.
- Company: Join PayPoint, a leader in innovative technology and services for businesses and consumers.
- Benefits: Enjoy a competitive salary, flexible home working, and opportunities for career growth.
- Why this job: Make a real difference by supporting vulnerable customers and developing your skills in a dynamic environment.
- Qualifications: Strong communication skills, empathy, and experience in customer service are essential.
- Other info: Full training provided, with clear pathways for career progression within the company.
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.
Customer Service Advisor Full Time employer: PayPoint plc.
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 attentively and respond appropriately is crucial in customer service roles, especially when dealing with vulnerable individuals.
✨Tip Number 3
Showcase your resilience by preparing examples of how you've handled difficult conversations in the past. This will highlight your ability to remain calm and find solutions under pressure, which is essential for this role.
✨Tip Number 4
Research PayPoint's values and mission to align your answers during the interview. Demonstrating that you share their passion for customer service will make you a more attractive candidate.
We think you need these skills to ace Customer Service Advisor Full Time
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've worked with vulnerable individuals. Use specific examples to demonstrate your communication and empathy skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention why you want to work at PayPoint and how your skills align with their mission to deliver exceptional service.
Highlight Relevant Skills: In your application, emphasise your ability to handle challenging conversations and your proficiency with Microsoft products like Outlook and Excel. These are key skills for the role.
Show Your Commitment: Express your willingness to be flexible with shifts and your eagerness to make a difference in customers' lives. This will resonate well with PayPoint's values and expectations.
How to prepare for a job interview at PayPoint plc.
✨Show Your Empathy
As a Customer Service Advisor, you'll be dealing with customers from vulnerable backgrounds. 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. Prepare to discuss how you effectively communicate with customers, especially in challenging conversations. You might want to practice answering common questions clearly and concisely.
✨Demonstrate Problem-Solving Abilities
The job involves finding solutions to customer issues. Be ready to showcase your problem-solving skills by discussing specific instances where you've successfully resolved customer queries or complaints.
✨Familiarise Yourself with Microsoft Products
Since the role requires experience with Microsoft Outlook and Excel, brush up on these tools before your interview. You could mention any relevant experience you have using these applications to manage customer information or track service metrics.
