Vacancy Name: Customer Service Advisor PES Fixed Term Contract
Vacancy No: VN416
Employment Type: Contract
Business Name: PayPoint Network Ltd
Location: Welwyn Garden City
Why are we recruiting?
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,” which 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 exceptional public service to customers who may come from vulnerable parts of society, this is the perfect role for you.
This role is Monday - Friday midday - 8pm, paying £22,700 per annum.
This is a fixed-term contract from March - August 2025.
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 to people who really need your support and want to make a real difference to the lives of others, 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.
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