Customer Service Advisor Apprenticeship PayPoint Plc

This is a great opportunity to gain a level 2 qualification in customer service whilst gaining vital experience.

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Closing date: 29 Oct 2017

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 9am till 17:15

    Total hours per week: 36.25

  • Apprenticeship duration

    12 months

  • Possible start date

    19 Nov 2017

  • Date posted

    22 May 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    3 available

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.

Requirements and prospects

Desired 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.
  • Good problem solving ability.

Personal qualities

  • A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
  • A team player who is able to take the initiative when needed.
  • 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.

Qualifications required

  • A-C in Maths, English and ICT or equivalent.

Future prospects

There may be an opportunity for a full time position at the end of the apprenticeship.

About the employer

We are a leading payments company based in Welwyn Garden City, Hertfordshire, working with over 6,000 organisations including EE, XBOX, Microsoft, Sony, Skype and British Gas. We manage £15 billion worth of transactions every year and have a network of over 35,000 retail outlets in the UK, Ireland and Romania. We are passionate about developing our people and helping them be the best they can be.


PayPoint Plc



Shire Park Bessemer Road

Welwyn Garden City


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Training provider

Knowledge-based component:

  • Identifying who customers are, and the difference between internal and external customers.
  • Knowing your organisation’s core values and linking them back to service culture.
  • Knowing the internal policies and procedures, including complaints processes and digital media policies.
  • Knowing your business’s legislation and regulatory requirements.
  • Learning how to use systems, equipment and technology to meet customer needs.
  • Understanding your role and responsibility within the organisation and the impact of your actions on others.
  • Understanding the products and services that are available from your organisation.

Skills-based component:

  • Using appropriate verbal and non-verbal communication skills.
  • Using a range of questioning skills, including listening and responding, to build rapport and determine customer needs.
  • Providing clear explanations and offer options to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Organising yourself, prioritising your own workload/activity to meet deadlines.
  • Demonstrating patience and calmness during customer conflict.

Behaviours-based component:

  • Frequently and consistently communicating and working with others in the interest of helping customers efficiently.
  • Accepting responsibility, is proactive, plans work.
  • Acting on and seeking feedback from others to develop or maintain person service skills and knowledge.
  • Treating customers as individuals to provide a personalised customer service experience.


Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider


Applications for this apprenticeship are being processed by North Hertfordshire College


Sarah Brignull

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Closing date: 29 Oct 2017