Job reference 324625
Customer Service Advisor - NHRS0 - Sheffield (Hybrid) - Temporary Promotion 12 Months
25 days annual leave, plus bank holidays
Fixed Term, Full time
Royal Mail, Pond Street, Sheffield, S98 6HR
For a full job description, please click on the following link: Job Descriptions
We’re hiring for multiple positions!
Due to exciting new projects, we have a number of opportunities to join our Pay Services Team in Sheffield.
Join us and become a valued member of our 100+ strong Pay Services Team, where you’ll play a key role in maintaining and managing all aspects of employee records and pay information on our payroll system. This includes overseeing pay, overtime, absences, tax, salary sacrifice, contracts, bonus schemes, recoveries – whilst ensuring compliance with business policies and legal requirements.
We're passionate about delivering exceptional customer service, and with our diverse and wide-reaching customer base, you’ll have the opportunity to make a real impact every day. If you're looking for a rewarding role in a supportive and collaborative team, we’d love to hear from you!
You’ll be part of a 5-day-a-week Monday – Friday operation with typical core hours of attendance between 8am – 4pm, which can be flexible and may change in line with business requirements. You will initially work at our main site in Central Sheffield, easily accessible via all transport links, then transition to a hybrid home/office-based approach.
About the role:
* Process and maintain large volumes of payroll data relating to all aspects of pay including Tax/NI, Pensions, Bonus, Benefits, personal and contractual data for all Royal Mail employees.
* Understand and accurately deliver Pay Services products to internal and external customers, ensuring compliance with legal requirements and complex business policies.
* Respond to process-specific queries received into the team to an excellent standard.
* Ensure service issues are raised through the appropriate channels in a timely manner.
* Raise areas for service improvement whenever identified.
* Participate in and contribute effectively to team meetings, discussions, and 1-2-1 sessions.
* Take ownership of personal development and contribute to the development of the overall team.
About you:
* Experience of Payroll and Finance, PAYE, statutory payments, with in-depth knowledge of payroll calculations and processing.
* Excellent analytical & numerical skills with a track record of interpreting and manipulating large data sets.
* Solid working knowledge of Excel is essential.
* Confident communication skills with the ability to analyze, question, and resolve customer queries.
* Ability to work on multiple tasks, prioritize workload, and deliver to tight deadlines, with evidence of process improvement and enhancing customer experience.
* Flexible and team-oriented approach.
* High standard of written communication and excellent interpersonal and telephone skills.
Next Steps
Closing Date: Sunday 25th May 2025. Note: this advert may close early if sufficient applications are received.
The selection process will include a virtual interview with competency-based and role-specific questions.
Additional Information:
This is a 12-month temporary promotion. If currently employed on a fixed-term contract, successful applicants will be offered a further fixed-term contract. If on a permanent contract, successful applicants will be temporarily promoted, remaining on their current terms but moving to the new role's grade for the duration. Candidates should discuss this with their current manager and plan for potential return or redeployment after the promotion period.
Royal Mail values trust and transparency. We will provide interview questions beforehand to help you prepare. We welcome candidates whose experience may differ from the full criteria but who can demonstrate relevant skills.
We promote diversity and inclusion and support adjustments during the application process. Please share any needs in your application.
For more about Royal Mail Group and our values, visit: https://www.internationaldistributionsservices.com/en/about-us/
Job Enquiries: Sorelle Birch, sorelle.birch@royalmail.com
Recruitment Enquiries: Charlotte Johnson, charlotte.l.johnson@royalmail.com
Online courses: ‘CV Guidance’ and ‘Interview Skills’ available on SuccessFactors.
Applicants must confirm eligibility criteria and seek necessary approvals before applying. Details available here.
Terms of appointment are specified in the advert, with voluntary transfer terms applying unless stated otherwise.
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