Established in 1996, we are a leading payments company based in Welwyn Garden City, Hertfordshire.
We manage almost £15 billion worth of transactions every year.
Working with over 6,000 organisations.
We have a network of over 35,000 retail outlets in the UK, Ireland and Romania.
Our contact centre is our first point of contact for all of our retailers. We’re passionate about customer service and serve our network to resolve any queries our retailers may have. We might not be able to fix everything within the contact centre and sometimes need to refer to other teams in PayPoint to resolve the issue.
MAIN PURPOSE OF THE ROLE
• Handling inbound and outbound calls in a 1st line contact centre/technical helpdesk hybrid, dealing with calls predominantly from PayPoint retailers • Dealing with telephone enquiries and completing diagnostics aiming for first call resolution every time • Prioritising workload effectively, achieving agreed Key Performance Indicators (KPIs) and objectives consistently, liaising with other departments as necessary and maintaining an up to date knowledge of our products and procedures • Following technical diagnostic guidelines to ensure best resolution for all parties • Working within retail operations guidelines to manage all account needs from sign up to decommission • Acting on own initiative to implement best practice for our customers
To deliver excellent customer service to all PayPoint customers
This role will specifically concentrate on supporting customers who have opted for the new PayPoint One with EPOS
To take ownership of calls providing the best resolutions for all parties
Effectively deal with a range of queries across a wide spectrum of products, services, schemes, systems and procedures
Managing multimedia work streams via voice, email and audio message
Achieve team service level of answering 95% of all inbound calls
QUALIFICATIONS AND EXPERIENCE REQUIRED • Experience of working within a fast paced technical environment • Excellent customer service skills • Computer literate, with experience of Microsoft programs including Outlook and Excel • Ability to accurately input data and make concise contact notes • Excellent communication skills with the ability to build rapport over the phone quickly • Used to working under pressure in a busy environment • Good problem solving ability
• A well-organised individual who is self-motivated and confident and can work well, even when under pressure • Someone with a flexible approach to work and welcomes and adapts easily to change • A team player who is able to take the initiative when needed • Someone who works well without close supervision after full training • Ability to work within set guidelines and follow procedures • Highly effective communications skills • A good listener who can quickly identify the issue and provide accurate guidance on its resolution • Excellent interpersonal skills
Being customer focused is at the heart of what we do. Our retailers serve their communities 365 days per year, often opening early in the morning to get up for their day ahead. The contact centre is there to support the retailers with any queries they may have and to do this we operate a rolling shift pattern.
The working hours for this role are 36.25 hours a week: • shift pattern between 0800-2000 Mon-Fri and one in three Saturday’s.