Start date: 22nd September 2025
End date: 31st January 2026
Monday - Friday 9am - 5.15pm
Salary: £24,055
PayPoint Welwyn Garden City AL7 1EL
The Role
To provide professional, comprehensive & flexible outbound call and administrational support to the Parcels team. Main Responsibilities:
* Undertake outbound calls to existing and prospect retailers to reduce non-compliance.
* Support internal and external colleagues by undertaking outbound calls and handling escalations effectively.
* Provide thorough training to retailers to reduce non-compliance and better understanding of terminal processes.
* Ensure queries, issues and complaints are resolved in a timely manner, within agreed SLAs, escalating when required.
* Handle queries relating to site change of ownership, installs, decommissions and suspends in a timely manner.
* Deal with queries from newly established or test clients.
* Issue training to new starters and existing colleagues when required.
* Prioritise workload effectively, achieving agreed targets and objectives.
* Implement excellent retailer, customer and client care at all times.
* Portray a positive image of the company always maintaining a professional manner when communicating with retailers, customers and clients.
* Build and develop strong working relationships with retailers.
* Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.
Attributes:
* Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
* A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
* Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
* Ability to work as an individual but also as part of a team
* Ability to use initiative when needed and take the lead.
* Someone who works well without close supervision after full training.
* Ability to work within set guidelines and follow procedures.
* A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
* Tenacious in seeking the resolution of issues / problems.
* Strong time management, organisation and prioritisation skills in order to successfully meet deadlines and control own workload.
Candidate Requirements:
* Previous experience of working within a busy customer service environment.
* Previous telephony experience
* Experience of answering telephone queries effectively and working within tight deadlines.
* Competent use of Microsoft systems (especially Excel) and other planning tools
* Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
* Used to working in a fast paced environment that can at times be demanding.
* The ability to work weekends on a rota basis
Description
Description To provide professional, comprehensive & flexible outbound call and administrational support to the Parcels team.
Key Responsibilities
Key Responsibilities Undertake outbound calls to existing and prospect retailers to reduce non-compliance.
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