PayPoint - Careers
Incidents and Compliance Advisor (maternity cover)
Welwyn Garden City

The Role:  To provide professional, comprehensive & flexible outbound call and administrational support to the Incident and Compliance team for a 12 month period to cover maternity leave.


Main Responsibilities:
  • Undertake outbound calls to existing and prospect retailers to reduce non-compliance.
  • Support internal and external colleagues by undertaking inbound 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. 

  • 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 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.


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