Job Description

The Client Services Team supports the Client Managers who look after all PayPoint client relationships. We support client onboarding, operations and reconciliation. We manage processes and provide administrative support, enabling the Payments Team to achieve efficient and effective management of all PayPoint client account relationships.
We are looking for a highly organised, customer focussed, cheerful, confident, friendly and hardworking team-player to join our team on a fixed term contract basis.

Main responsibilities:

To support our clients and the Payments Team to ensure high levels of client service are maintained, including:


Assist with initial enquiries relating to the product sold to clients Collect, verify and process new customer data in accordance with BACS regulations, using internal systems Process challenges to Direct Debit indemnity claims Produce confirmation/advanced notification letters via the internal system Compiling, reviewing and issuing periodic reports to clients from the team and other departments, identifying opportunities for rationalisation or improvement and escalating within the team if reports are believed to be deficient or fail to be delivered Managing the team inboxes i.e. first line support for e-mail and telephone enquiries/ complaints from clients; acknowledging messages, referring enquiries internally as appropriate, securing appropriate responses and advising originators and Client Managers accordingly Managing the transport and energy client tariff change calendar ensuring changes are scheduled & completed on time To account manage our smaller revenue clients across all sectors including the SVP cash out clients, ensuring first class client Providing general logistic and administrative support including the planning, execution and reporting of ad-hoc information gathering and desk-based research exercises

Technical qualifications/experience

Excellent administration presentation and communication (written and verbal) skills Computer literate, in particular using Word, Excel, PowerPoint and Outlook Proven problem-solving ability Strong numeracy skills Strong written and verbal communication skills

Candidate Attributes

A highly organised individual, able to prioritise workload with good attention to detail and accuracy Cheerful, confident and friendly with the ability to 'get on with the job'; able to work to strict guidelines and targets and cope under pressure Passionate about delivering an excellent customer experience Self-motivated, business acumen, use their own initiative, acting independently as appropriate within broad guidelines Works well as a team member; willing to work together to resolve issues and deliver excellent customer service Ability to work effectively with colleagues and external service providers at all levels, to influence and make things happen A tenacious, driven individual, well presented with a professional and 'business like' image Demonstrate a mature approach to all situations, i.e. discreet and tactful Someone with a flexible approach to work, who is persistent, resilient and able to cope with setbacks
This is a full-time role. Hours are 9am - 5.15pm Monday - Friday but flexibility to start earlier and stay later when required is desirable. You will be required to work in our office in Welwyn Garden City AL7 1EL at least twice a week

Description

Assist with initial enquiries relating to the product sold to clients

Key Responsibilities

The Client Services Team supports the Client Managers who look after all PayPoint client relationships. We support client onboarding, operations and reconciliation.