PayPoint - Careers
Customer Experience Executive
Welwyn Garden City

Main Purpose of Role:
  • Support the Contact Centre in providing the best possible service
  • Complaints handling, resolution and administration
  • Quality monitoring of Contact Centre telephone calls
  • Liaise with internal and external stakeholders to improve the way we work with the CCM inbox
  • Liaise with internal and external stakeholders to reduce potential fraud
  • Be accountable for identifying, following up and improving processes around potential fraud
Principal Responsibilities:
  • Prompt and accurate logging of complaints, the majority of which will be sent to the relevant department to be resolved
  • Closure of resolved complaints
  • Liaising with other departments to ensure the correct process is followed
  • Conduct consistent quality monitoring of telephone calls and feedback of results to Team Leaders/Customer Service Advisors
  • Working the CCM inbox ensuring client queries escalations are responded too in a timely manner
  • Improving the way we receive, handle and manage workload from external stakeholders
  • Respond promptly to fraud alerts, escalations and queries
  • Identify any trends or patterns with fraud, actively seeking solutions to resolve them

Qualifications and Experience Required:
  • Background in customer service required
  • Computer literate, with experience of Microsoft programs including Outlook and Excel
  • Contact Centre Advisor experience preferred
  • Used to working under pressure in a busy environment
  • Sound typing and data input skills essential
  • Resilient and personable, able to handle difficult customers and provide feedback

Person Specification:
  • A well-organised individual who is positive, self-motivated and confident
  • Someone who can work well when under pressure
  • Someone who possesses a flexible approach to work and welcomes and adapts easily to change
  • A team player able to work collaboratively with other team members and take the initiative when needed
  • A trustworthy individual who works well without close supervision
  • Ability to work within set guidelines and follow procedures but also has a strong instinct to ‘do the right thing’
  • Highly effective communications skills
  • Excellent interpersonal skills


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