Customer Support Advisor – Parcels Team

About the role

PayPoint is seeking a proactive Customer Support Advisor to join its Parcels team in Welwyn Garden City. The role blends outbound calling with administrative support, helping retailers stay compliant and delivering a high‑quality customer experience.

Key responsibilities

• Make outbound calls to existing and prospective retailers to reduce non‑compliance.
• Resolve queries, issues and escalations efficiently, adhering to agreed SLAs.
• Deliver training to retailers on terminal processes and site changes.
• Handle queries related to installations, de‑commissions, suspensions and new or test clients.
• 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 as required.

Required profile

• Confident communicator who thrives in a fast‑paced environment.
• Excellent organisational and time‑management abilities.
• Proactive, self‑motivated and able to work independently.
• Flexible mindset with a team‑focused attitude.
• Strong problem‑solving skills and attention to detail.

Required skills

• Microsoft Office
• Excel

What we offer

• Permanent contract with a salary of £25,510 per year.
• 25 days holiday plus the option to purchase 5 additional days.
• Hybrid working arrangement after the probation period.
• Standard Monday‑Friday schedule (9:00‑17:15) with one weekend shift per month (time off in lieu).