[Royal Mail]
Job reference number 330403
Help Desk Advisor - Out of Hours
Salary £24,610 per annum, potential 6% bonus, unsociable hours allowance, 22.5 days annual leave plus bank holidays
Full time, Permanent
Leeds Mail Centre, Leodis Way, Stourton, Leeds, LS10 1AZ
With around 1750 properties, Royal Mail’s property estate is one of the largest in Europe. The size is vast; from local delivery offices in every postal area of the UK, offices, vehicle garages, rail hubs, and our new state-of-the-art fully automated parcel superhubs. Royal Mails Property and Facilities Solutions is responsible for upgrading and maintaining the safety for all our buildings and provides a 24/7, 365-day support service to the business.
The role
We are looking for an experienced Help Desk Advisor (out of hours) to provide helpdesk support on the day, night, and weekend shift to include bank holidays.
As Advisor, you’ll be handling inbound and outbound calls, emails and web chats from internal customers and assisting them with their property and facility issues.
Duties include:
* Log property-related issues (e.g. fuel spills, roof leaks, maintenance
* Dispatch engineers to sites including Mail Centres, Delivery Offices, and Parcel Hubs
* Collaborate with engineers, planners, and support teams to deliver an outstanding service and meet service targets
* Manage queries, co-ordinate actions to ensure timely resolution, record customer and engineer interactions, enquiries, and complaints
* Ad hoc admin tasks such as raising purchase order numbers, ID badges and access requests.
Attendance pattern - Full time, to include night and day shifts, weekends, bank holidays and Christmas attendance on a rota basis. The full attendance pattern will be discussed at interview.
About you
You need to demonstrate the following skills and experiencing your CV:
* Proven customer service experience with a passion for delivering a first-class service
* Previous experience handling inbound and outbound calls is advantageous.
* Strong attention to detail and accuracy in data entry and communication.
* Excellent interpersonal and communication skills.
* Ability to adapt to changing priorities and work independently.
* Experience of Microsoft Office applications.
* Capable of managing multiple tasks and prioritising effectively.
* Problem-solving ability and decision-making skills.
* Fully flexible and be able to commit to the stated shift patterns (days, nights, bank holidays and Christmas on a rota) and attend Leeds Mail Centre when required.
Location - Leeds Mail Centre is based at Stourton, which is in close proximity to the city and is located just off J44 of the M1.
We have adopted a hybrid approach to working with a mix of home working and office based at Leeds Mail Centre which is dependent on your shift. For the day shifts, you will be required to attend the Leeds office. For night, weekend and bank holidays attendance, you will have the option to work at home. Additionally, all training will be carried out on site at Leeds Mail Centre.
What we can offer
Base salary, bonus potential, unsociable hours allowance
Free on site parking
On site gym and canteen
A supportive team with excellent training and development opportunities
Closing Date: Sunday 21st September. Please note, this advert may close early if the appropriate number of applications has been reached.
About Us
Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 1750 sites. We pride ourselves in working to the highest standards of both technical assurance and customer service. It’s our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week. Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving. Royal Mail Property & Facilities Solutions employs 3000 employees and is owned by Royal Mail Group Ltd.
Trust is the foundation of RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please click here:
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