Job Advert
This role pays £25,510 per annum
Monday - Friday 9am - 5.15pm
You would be based in our office in Welwyn Garden City while you are training for the first 3 months and then you would be able to work from home on some days
Why are we recruiting?
At PayPoint, our customers and retailers are at the heart of everything we do. We’re committed to delivering exceptional service, especially to those who rely on us most.
We are looking for Customer Service Advisors to support users of the Payment Exception Service a vital service enabling people without bank accounts to access their DWP benefits and pension payments.
If you’re customer-focused, compassionate, and motivated to support individuals who may be in vulnerable situations, this is a truly rewarding opportunity to make a real difference.
This role is based in our Contact Centre at our head office in Welwyn Garden City, with a blend of office and home working.
What will you be doing?
-
Handling customer queries via phone, email, and audio messages
-
Listening actively, showing empathy, and understanding customer needs
-
Resolving queries to ensure customers can access their benefit or pension payments
-
Supporting vulnerable customers with care, patience, and professionalism
-
Working in a fast-paced environment where resilience and focus are key
This role is ideal for someone who is passionate about helping others and takes pride in delivering excellent service, even in challenging situations.
What are we looking for?
-
Confidence managing difficult or sensitive conversations
-
Strong communication skills with the ability to build rapport quickly
-
A genuine sense of empathy and compassion
-
Excellent customer service skills
-
Resilience and a positive, problem-solving mindset
-
Good listening skills and attention to detail
-
Experience using Microsoft tools (Outlook, Excel)
-
Flexibility to support additional shifts when needed
-
A strong desire to make a difference
Desirable experience
-
Previous experience in a customer-facing role
-
Experience supporting vulnerable customers
Career development opportunities
At PayPoint, we’re committed to your growth. From this role, you could progress to:
-
Within the Contact Centre:
-
Senior Retail Service Advisor
-
Team Leader
-
Across the wider business:
-
Retail Operations
-
Parcels
-
Retail Collections
-
IT
-
Finance or client support roles (with further development)
What can we offer you?
-
A meaningful and rewarding role supporting vulnerable customers
-
A supportive team environment at our Welwyn Garden City head office
-
Hybrid working (office and home)
