Job Advert
Retail Service Advisor – part time fixed term contract
Welwyn Garden City AL7 1EL with some homeworking
Shift Pattern:
Friday 9.30am – 2.15pm
Saturday 8am – 2pm
Sunday 10am – 4pm
Monday 9.30am – 3.15pm
£16,878 per annum
Fixed term contract from September 2026 – May 2027
About the role
At PayPoint, our customers and retailers are at the heart of everything we do. We are looking for compassionate, customer-focused Retail Service Advisors to support people using the Payment Exception Service, which helps those without a bank account collect benefit or pension payments from the DWP.
This is a rewarding role where you will support customers who may be vulnerable, helping them access essential payments with empathy, patience and care. If you want to make a genuine difference to people’s lives and can remain calm in challenging situations, this could be the perfect opportunity for you.
What you’ll be doing
You’ll be part of our Contact Centre team, handling customer queries by phone, email and audio message. You’ll listen carefully, show empathy and work to find the right solution for each customer.
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Support customers using the Payment Exception Service and help them access their DWP allowance or pension payments.
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Handle sensitive and sometimes difficult conversations with empathy, professionalism and resilience.
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Build rapport quickly and provide clear, helpful information to customers.
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Work at pace while maintaining high service standards and customer care.
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Use internal systems and Microsoft tools such as Outlook and Excel to manage queries accurately.
The pace is fast, so we’re looking for people who are focused, resilient and committed to delivering excellent service every day.
What we’re looking for
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The ability to handle challenging conversations calmly and professionally.
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Excellent communication skills, with the ability to build rapport quickly over the phone.
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Strong empathy, active listening skills and a genuine desire to help others.
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Excellent customer service skills and the ability to provide the right solution for each customer.
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Resilience, focus and the drive to succeed in a busy contact centre environment.
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Experience using Microsoft products such as Outlook and Excel.
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Flexibility to cover additional shifts when needed.
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A commitment to consistently meeting customer service and service standard targets.
It would be great if you also have
Previous experience in a customer-focused role where you have supported people who may be vulnerable or facing difficult circumstances.
