Advanced Customer Advisor

Royal Mail Group; Gateshead; Hybrid; GBP 22,000 - 30,000; Full time

Job description

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, monitors jobs and ensuring completion is delivered to the optimum standard. You will also be:

1. Using Excel/JIRA platforms to make essential planning and real time adjustments ensuring the optimum delivery of tasks.
2. Managing queries by email, telephone, Teams and F2F.
3. Liaising with sub-contractors, site hosts and the minor works team ensuring works are completed compliantly and on time.
4. Proactively identifying jobs at risk, and escalate where appropriate to ensure targets are met.
5. Dispatching jobs to the Engineers ensuring attendance within the required priority.
6. Logging all necessary information to enable the optimum engineering response.

About you

For this role your CV will need to demonstrate good experience of working with Excel Spreadsheets on a professional level. Prior experience with JIRA would be beneficial but is not essential. You should also:

1. Have strong conflict management skills.
2. Be a confident communicator who can issue direction out of the reporting line along with managing customer expectations.
3. Have good organisation and problem-solving skills.
4. Have the ability to prioritise workloads and manage multiple tasks.
5. Seek opportunities to gain customer feedback and provide solutions to improve customer experience.

Extra Benefits

Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
Supportive and generous company sick pay.
Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.
*Available only to perm employees.

Next Steps

The next stage of the selection process will be a virtual interview consisting of competency based and role specific questions.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean your interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust and our people.

We don't expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we'd love to learn more about you.

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here: Royal Mail Group.

Closing Date: 30th April. Please note, this advert may close early if the appropriate number of applications has been reached.