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Customer Service Advisor Full Time

at Paymentsense Kingston upon Hull in Kingston upon Hull (Published at 10-07-2021)

Let?s make passion pay

We started from one belief: that businesses deserved better. That people pouring their hearts into their passion should get paid reliably, efficiently and affordably. So we decided to shake up the payments industry for good.

From humble beginnings, we've become one of Europe's fastest-growing FinTech companies, winning numerous awards (including the Tech Track 100, National Business Awards, the Europe-wide Inc 5000 and Sunday Times Best Companies To Work For).

Our Northstar is to become the most trusted payments provider. We're putting our customers at the heart of payments, taking control of the end-to-end process and ironing out the industry?s kinks.

Our employees are rule-breakers, risk-takers and change-makers. They live by our values of curious, relentless and customer-obsessed.

Work somewhere where passion gets you noticed. Brings your ideas to life. Gets you ahead. Puts more in your pocket. And rewards you for the impact you make on customer's lives.

Customer Service at Paymentsense

Customers are the most crucial part of our business. They come first in everything we do. Every conversation you have with a customer is important to the whole team. When you identify a problem, everyone wants to fix it.

You're the frontline, the face of the company, the person with the most significant insights into what it's like to use Paymentsense. You're helping business owners, genuinely passionate people, get paid.

You're a protector, advisor, problem-solver and supporter. You're a champion. And you'll be handsomely rewarded as such, with pay that reflects impact and the trust to hold us accountable and keep us on track.

The Role

We want our customers to love us and to do that we need inspiring Customer Service Advisors to join our team.

You will go above and beyond to make payments painless, security simple and compliance easy for our customers. Ensuring we deliver an outstanding customer experience on every occasion, to every customer.

This may sound simple but you will have to deal with complex financial situations, multiple systems, manage business partners, whilst delivering exceptional technical support and world-class customer service. This is not your normal Customer Service Role.

Working 37.5 hours per week, you will be allocated a shift pattern with hours ranging between 8.30 am and 6 pm Monday - Friday.

We want the best talent. So our Customer Service Advisors are rewarded with a top of market rate package of £22,000 salary per year, plus the opportunity to earn up to £3,000/year bonus based on individual performance.

We are working temporarily remotely at present. As soon as it is safe and responsible we will get back to working in our collaborative and creative environment.

Our interview and onboarding process is fully remote for the time being.

We are working towards a start date of Monday 2nd August 2021

What you will do?

  • Assist in managing an active customer database of 85,500 + merchants.
  • Manage and maintain B2B relationships.
  • Take ownership of any challenges through to resolution.
  • Work towards "One Call Resolution".
  • Deliver an outstanding customer service experience.
  • Utilise several in-house and external systems.

What you will bring...

  • Self-motivated individuals who love to work as part of a team.
  • Proactive with the ability to anticipate and resolve issues.
  • A real desire to be the best and offer a market-leading service.
  • Outstanding communication skills, with the ability to build instant customer rapport.
  • Work closely with other departments to drive continuous improvements.
  • Desire to grow and develop with the business.

What you will get...

For your growth - Level Up (our personal development programme) and LinkedIn Learning

For your network - Social Clubs, Annual Celebrations, Mobfit cook-a-longs, #stayconnected slack channels and more

For your mind - Employee Assistance Programme, Mental Health Channels and our #time-to-talk slack channel

For your fitness - Fitness classes onsite (currently online) including Yoga, barre, HIIT, boxing etc

For your security - Life Insurance, Enhanced Parental Leave, Pension Plan

For your pocket - Season ticket and parking loans, cycle to work scheme and discounts on car insurance, beauty products, electronics, cinema tickets, groceries and more.

We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability - whoever you are, if you?re curious, relentless and customer-obsessed, we want to hear from you.

Application deadline: 27/07/2021

Expected start date: 02/08/2021

Job Types: Full-time, Permanent

Salary: From £22,000.00 per year

Additional pay:

  • Performance bonus


  • Company events
  • Company pension
  • Life insurance
  • Referral programme
  • Wellness programmes


  • Monday to Friday
  • No weekends

Ability to commute/relocate:

  • Kingston upon Hull, East Riding of Yorkshire: reliably commute or plan to relocate before starting work (required)


  • Customer service: 2 years (required)
  • B2B: 2 years (preferred)
  • Call Centre: 2 years (preferred)

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