Customer Support Advisor

Customer Support Advisor – Parcels Team

Do you have the skills to fill this role Read the complete details below, and make your application today.

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)