Service Improvement Technician Full Time

What will you be doing?

As a Service Improvement Technician at the PayPoint Group, you’ll play a key role in embedding Service Delivery into our Product Engineering ways of working. Sitting at the intersection of technology, automation and customer experience, you’ll analyse how we operate today and help design smarter, more efficient ways of working for tomorrow.

You’ll use your technical curiosity and analytical mindset to identify improvement opportunities, build automation (including Gen‑AI solutions), and help drive a consistently high-quality experience for both internal and external customers.

Working closely with Product and Technology colleagues, you’ll champion service excellence, simplify complex processes and ensure our services are secure, scalable and customer‑focused

This is a hybrid role with onsite collaboration 1-2 days a week at either our Welwyn Garden City or Liverpool offices.

What we would like from you

• Ideally, you’ll have gained experience in a Junior Technical Analyst, EUC or related role and be ready for your next career move
• Confidence to experiment with new AI tools and technologies
• Ability to break down problems into manageable, systematic blocks and deliver at pace
• A proactive, curious approach to continuous improvement
• Strong organisational skills with a deadline‑driven mindset
• A customer‑focused mindset with the ability to multitask
• A self‑motivated, resourceful team player with a strong sense of accountability

It would be great if you have the following

• Experience using Gen‑AI tooling and agents
• Knowledge or awareness of ITIL Service Management
• Experience automating workflows or configuring ITSM tools
• Excellent written and verbal communication skills
• Confidence working with senior stakeholders and subject matter experts
• An approachable, empathetic manner with strong people skills
• Commercial awareness and confidence to challenge for better outcomes

Our benefits if you decide to join us:

• 25 days’ holiday per year, plus bank holidays
• Company pension scheme
• UK health care cover
• Staff Everyday Benefits card offering discounts with multiple retailers (10%)
• Corporate travel scheme with Merseyrail, Northern rail, Arriva & Transport for Wales
• Fabulous kitchen space which offers free tea and coffee
• Faith room open to all denominations along with dedicated kitchen space for Halal and Kosher food preparation
• Cycle to work scheme
• Family friendly leave
• Community volunteering policy which allows you 2 days per year to support the community with charitable events

As a disability-confident committed company, we have a passion for championing equality. We welcome all colleagues into a work environment where success is attainable for everyone, regardless of disability, age, race, religion, gender identity, or sexual orientation. We are committed to ensuring that everyone has equal access to growth and opportunities in our workplace.