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Customer Support Advisor

Job Posted: 12 days ago

Salary: £ 25,510 - 25,510 / Annum
Job Type: Permanent
Location: Welwyn Garden City

Expire in: 15 days

Job Description

Customer Support Advisor – Parcels Team
Location: Welwyn Garden City (with some hybrid working post probation)
Contract: Permanent 
Salary: £25,510 per annum / 25 days holiday with the option to purchase 5 more days 
Rota: Monday – Friday 9am – 5.15pm with the requirement to work a weekend once a month (with time off in lieu)

The Role
We’re looking for a proactive and customer-focused Retail Support Advisor to join our Parcels team. This role combines outbound calling and administrative support to help drive retailer compliance, improve service standards, and deliver an excellent customer experience.

Key Responsibilities

Make outbound calls to existing and prospective retailers to reduce non-compliance
Support colleagues and retailers by resolving queries, issues, and escalations efficiently
Deliver training to retailers to improve understanding of terminal processes
Handle queries relating to site changes, installs, decommissions, and suspensions
Manage queries from new or test clients
Ensure all issues are resolved within agreed SLAs, escalating where necessary
Build strong relationships with retailers and provide outstanding customer care
Support wider Retail Operations with ad hoc projects and administrative tasks
Train new starters and colleagues when required

About You
You’ll be a confident communicator who thrives in a fast-paced environment and enjoys working with a wide range of people.

You will have:

Excellent communication and interpersonal skills
Strong organisation and time management abilities
A proactive, self-motivated approach with the ability to work independently
A flexible mindset and ability to adapt to change
A team-focused attitude, with the confidence to take initiative
Strong problem-solving skills and attention to detail

Experience Required

Previous experience in a busy customer service environment
Experience in outbound or inbound telephony roles
Confident handling customer queries and working to deadlines
Good working knowledge of Microsoft Office (particularly Excel)
Experience dealing with both internal and external stakeholders
Ability to work in a fast-paced, sometimes demanding environment
Flexibility to work weekends on a rota basis

Contract type
Permanent

Salary
£25,510

Closing date for applications
24th September, 2026

REF-(phone number removed)

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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