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Job reference 324416
Advanced Customer Advisor
From £22,273, 22.5 days annual leave plus bank holidays rising with service, a company pension scheme with highly competitive contribution rates.
Permanent, Full time
Hybrid working (your local office) with expectation to attend the office up to 3 days per week.
Royal Mail is going through an exciting period of change. We're building a green, optimized network, developing cutting-edge supply chain technology, and adapting our historic logistics operation to modern demands. There has never been a better time to join us.
About The Role
You will be responsible for end-to-end delivery installation for the Royal Mail locker network, monitoring jobs and ensuring completion to the highest standard. Your responsibilities will include:
* Using Excel and JIRA platforms for planning and real-time adjustments to ensure optimal delivery of tasks.
* Managing queries via email, telephone, Teams, and face-to-face interactions.
* Liaising with subcontractors, site hosts, and the minor works team to ensure timely and compliant work completion.
* Proactively identifying at-risk jobs and escalating as appropriate to meet targets.
* Dispatching jobs to engineers to ensure attendance within required priorities.
* Logging all necessary information to enable effective engineering responses.
About You
Your CV should demonstrate experience working with Excel spreadsheets professionally. Prior experience with JIRA is beneficial but not essential. You should also possess:
* Strong conflict management skills.
* Confidence in communication, capable of issuing directions and managing customer expectations.
* Good organization and problem-solving skills.
* The ability to prioritize workloads and manage multiple tasks.
* Opportunities to gain customer feedback and provide solutions to enhance customer experience.
Extra Benefits
* Family-friendly support, including enhanced maternity, paternity, adoption, and shared parental leave.
* Discounts and offers—over 800 deals on groceries, days out, holidays, and household bills.
* Supportive and generous company sick pay.
* Wellbeing services accessible 24/7 to support physical, mental, financial, and social health for you and your family.
Next Steps
The next stage involves a virtual interview with competency-based and role-specific questions. We will share your interview questions beforehand to help you prepare and showcase your best examples. We value diversity and are committed to inclusion. We support adjustments during the application process—please share your needs in your application. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.
For more about Royal Mail Group and our values, visit: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 30th April (may close early if sufficient applications are received).
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