At a Glance
- Tasks: Support customers and retailers through calls, training, and resolving queries.
- Company: Join a dynamic team in a fast-paced retail environment.
- Benefits: Enjoy a competitive salary, 25 days holiday, and hybrid working options.
- Other info: Flexible working hours with opportunities for career growth.
- Why this job: Make a real difference in customer experience while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
Location: Welwyn Garden City (with some hybrid working post probation)
Contract: Permanent
Salary: £25,510 per annum / 25 days holiday with the option to purchase 5 more days
Rota: Monday – Friday 9am – 5.15pm with the requirement to work a weekend once a month (with time off in lieu)
The Role
We’re looking for a proactive and customer-focused Retail Support Advisor to join our Parcels team. This role combines outbound calling and administrative support to help drive retailer compliance, improve service standards, and deliver an excellent customer experience.
Key Responsibilities
- Make outbound calls to existing and prospective retailers to reduce non-compliance
- Support colleagues and retailers by resolving queries, issues, and escalations efficiently
- Deliver training to retailers to improve understanding of terminal processes
- Handle queries relating to site changes, installs, decommissions, and suspensions
- Manage queries from new or test clients
- Ensure all issues are resolved within agreed SLAs, escalating where necessary
- Build strong relationships with retailers and provide outstanding customer care
- Support wider Retail Operations with ad hoc projects and administrative tasks
- Train new starters and colleagues when required
About You
You’ll be a confident communicator who thrives in a fast-paced environment and enjoys working with a wide range of people.
You will have:
- Excellent communication and interpersonal skills
- Strong organisation and time management abilities
- A proactive, self-motivated approach with the ability to work independently
- A flexible mindset and ability to adapt to change
- A team-focused attitude, with the confidence to take initiative
- Strong problem-solving skills and attention to detail
Experience Required
- Previous experience in a busy customer service environment
- Experience in outbound or inbound telephony roles
- Confident handling customer queries and working to deadlines
- Good working knowledge of Microsoft Office (particularly Excel)
- Experience dealing with both internal and external stakeholders
- Ability to work in a fast-paced, sometimes demanding environment
- Flexibility to work weekends on a rota basis
Contract type: Permanent
Salary: £25,510
Closing date for applications: 24th September, 2026
Customer Support Advisor in Welwyn Garden City employer: PayPoint
Join our dynamic team in Welwyn Garden City as a Customer Support Advisor, where you'll enjoy a supportive work culture that prioritises employee growth and development. With a competitive salary, generous holiday allowance, and the flexibility of hybrid working post-probation, we offer a rewarding environment for those passionate about delivering exceptional customer service. Our commitment to training and career advancement ensures that you will thrive both personally and professionally in this role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor in Welwyn Garden City
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PayPoint. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PayPoint before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor in Welwyn Garden City
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PayPoint:Your cover letter is your chance to shine! Tell us why you want to work at PayPoint specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PayPoint!
How to prepare for a job interview at PayPoint
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
