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)
Salary description
£25510.00 - £25510.00 per year