Job reference 323415
Customer Service Advisor - Pay Services - NHRS0 - Sheffield - 12 month secondment
25 days annual leave, plus bank holidays
Fixed TermFull time
Royal Mail Sheffield, Sheffield, S98 6HR (Hybrid - 3 days in-office)
For a full job description, please click on the following link:Job Descriptions
Help shape the future of pay operations at Royal Mail.
Are you a strong communicator with a keen eye for detail? Do you enjoy solving problems and supporting others with clear, accurate information? Join Royal Mail as an Administrator in our Pay Services Team and help deliver a first-class experience for thousands of colleagues across the UK.
You’ll be part of a team of 100+ professionals responsible for ensuring every aspect of our employees’ pay and records are handled smoothly—from overtime and bonuses to pensions, tax, and contracts. It’s a fast-paced role with real variety, ideal for someone who thrives on accuracy, service excellence, and making a genuine difference.
What you’ll be doing:
* Supporting employees and internal teams by responding to pay-related queries and requests across multiple channels (email, phone, systems).
* Managing and updating employee data in our payroll system to reflect changes such as absences, benefits, salary adjustments, and tax or pension updates.
* Following detailed payroll processes to ensure we meet all legal, regulatory, and company policy standards.
* Investigating and resolving service issues or errors with a proactive and customer-first approach.
* Contributing to continuous improvement by identifying recurring issues and suggesting smarter ways of working.
* Participating in team meetings, sharing insights, and supporting a collaborative team environment.
You’ll bring:
* Data entry or data processing experience
* A background in administration – if you have experience involving sensitive data or complex systems that’s a bonus.
* Excellent communication skills with the ability to analyse, question and problem solve in order to resolve customer queries.
* Confidence working with numbers, spreadsheets, and large datasets—Excel knowledge is essential.
* The ability to manage multiple tasks at once, stay organised, and meet deadlines.
* A proactive and flexible attitude, plus a willingness to learn and grow with the team.
Next Steps
Closing Date: Thursday 3rd July 2025. Please note, this advert may close early if the appropriate number of applications has been reached.
The next stage of the selection process will be a virtual interview consisting of competency based and role specific questions.
This role is a 12 month secondment. Please see below for further information.
If you are currently employed on a fixed term contract and are successfully appointed to the above role, you will be offered a further fixed term contract of employment.
If you are currently employed on a permanent contract and are successfully appointed to the above role you will be offered a temporary promotion. This will mean you remain on the terms of your substantive grade and move to the grade of the new role on a temporary basis (for the period set out within the advert). It is the successful candidate’s responsibility to liaise with their current line manager to discuss the option to return to their substantive role after the temporary term ends or find an alternative position. If this is not achieved the candidate would become surplus and the business will, where possible, redeploy them into a vacant position.
Trust is the foundation of Royal Mail. 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.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
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: https://www.internationaldistributionsservices.com/en/about-us/
Job Enquiries: James Arnold, james.x.arnold@royalmail.com
Recruitment Enquiries: Charlotte Johnson, charlotte.l.johnson@royalmail.com
For guidance on writing a great CV and how to prepare and conduct yourself at interview there are two online courses available on SuccessFactors called ‘CV Guidance’ and ‘Interview Skills’.
As part of the online application process you will be asked to confirm that you meet the minimum eligibility criteria. Before completing your application, you should read the criteria below in order to check that it is appropriate for you to apply. You will also need to seek approval from your line manager and may need additional HR approval in place before progressing.
Details of the internal application eligibility criteria can be foundhere
Terms of appointment are detailed within the advert and voluntary transfer terms will apply (unless stated otherwise).
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