Job Description

This role is Monday - Friday 9am - 5.15pm

Salary: 24,055 per annum plus benefits

Welwyn Garden City AL7 1EL



We are expanding our Retailer Services team to support our network of Managed site retailers (referred to internally as Mults). These partners require tailored support across a wide range of products and services and technology, and we are looking for passionate and customer-focused individuals to join us as

Mult Service Agent

.

Who are we?

PayPoint has been a leading name in payment and retail technology since 1996. We power convenient payment solutions across thousands of locations in the UK. With over 15 billion in transactions annually. Our mission is to keep the UK's local retail network thriving.

What will you be doing?

As a

Mult Service Agent

, you will be the key point of contact for our multisite retailers, helping them across a wide range of services. This includes:

Supplies & Devices Support

Ordering and managing handbooks, till rolls and device-specific supplies Supporting PP1, PPOS, Sunmi, PP Mini Connect, PP Mini Standalone, and Zebra Printers

Energy Media & Cash Out

Handling calls about top-ups for electricity keys and gas cards Managing queries around cash out vouchers

Parcels

Providing full-service support for parcel operations

Transactions

Assisting with transaction reversals and claims Managing Imovo cash-out transaction queries

Technical Support

Delivering technical support for all listed devices Diagnosing and resolving first-line issues before escalation

Your primary responsibility is to take inbound calls, however you may also be asked to support the Managed Retailer team when they are short staffed and also response to mult retailers emails, and complete tasks via our support tools to ensure smooth operations for our mult partners. You'll work closely with internal departments and log accurate information in our CRM system.

What would we like from you?

Strong customer service experience, ideally in a fast-paced contact centre or retail setting Confidence handling complex product support and multi-system navigation Strong verbal communication skills Tech-savvy mindset and willingness to learn multiple platforms and devices Ability to remain calm under pressure and manage time effectively Flexibility to support shift-based coverage, including peak periods

What can we offer you?

Working with us in our head office in Welwyn Garden City as well as loads of homeworking with a supportive training programme Development pathways into Senior Advisor, Team Leader, or cross-department roles Welwyn Garden City office access and a collaborative team environment Career support and personal growth within a trusted UK brand

This is more than just a customer service role - it's your opportunity to shape the service experience of our most high-profile retailers and build a career within a forward-thinking business.

Description

As a Mult Service Agent, you will be the key point of contact for our multisite retailers, helping them across a wide range of services.

Key Responsibilities

Handling calls about top-ups for electricity keys and gas cards