Job reference 324416
Advanced Customer Advisor
From £22,273, 22.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Hybrid working (your local office) with expectation to be available to attend office up to 3 days per week
Royal Mail is going through one of the most exciting periods in its history, and the Operations team is at the beating heart of the change. We're building a green, optimised network, out of home Locker network developing cutting edge supply chain technology, and adapting the most iconic and historic logistics operation in the country to the fast-paced demands of the modern world. There has never been a better time to join us.
About the role
You will be responsible for the end-to-end delivery installation for the Royal Mail locker network, monitoring jobs and ensuring completion is delivered to the optimum standard. You will also be:
* Using Excel/JIRA platforms to make essential planning and real-time adjustments ensuring the optimum delivery of tasks
* Managing queries by email, telephone, Teams, and face-to-face interactions
* Liaising with sub-contractors, site hosts, and the minor works team ensuring works are completed compliantly and on time
* Proactively identifying jobs at risk, and escalating where appropriate to ensure targets are met
* Dispatching jobs to Engineers ensuring attendance within the required priority
* Logging all necessary information to enable the optimum engineering response
About you
Your CV should demonstrate good experience working with Excel spreadsheets professionally. Prior experience with JIRA is beneficial but not essential. You should also:
* Have strong conflict management skills
* Be a confident communicator who can issue direction and manage customer expectations
* Have good organisation and problem-solving skills
* Be able to prioritise workloads and manage multiple tasks
* Seek opportunities to gain customer feedback and provide solutions to improve customer experience
Family friendly support - enhanced maternity pay, paternity leave, adoption leave, and shared parental leave
Discounts and offers - more than 800 offers to help you save on groceries, days out, holidays, and household bills*
Supportive and generous company sick pay
Your Wellbeing - 24/7 access to services and tools supporting physical and mental health, financial, and social wellbeing. Free for everyone.
Next Steps
The next stage involves a virtual interview with competency-based and role-specific questions.
Trust is fundamental to Royal Mail. We aim for transparency and to give you the opportunity to shine by providing interview questions beforehand. We value trust and our people.
We understand that you may not meet every criterion fully; if your experience is different but you believe you can bring value, we want to hear from you.
Royal Mail supports diversity and inclusion, offering adjustments during the application process. Please share any needs within your application.
We are proud to be Forces family friendly and a Gold signatory to the Armed Forces Covenant, welcoming 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. The advert may close early if sufficient applications are received.
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