Complaint Resolution Specialist – Customer Service

Pertemps Bond; Plymouth; On-site; GBP 16,000 - 23,000; Part time

Job summary

Royal Mail in Plymouth is seeking a Customer Service Advisor to join a fast-paced complaints team. You will handle customer enquiries by telephone and email, aiming for first-time resolution and high-quality service.

The role involves working across multiple screens and systems, recording information accurately, and adhering to handling times and standards. The temporary appointment is a 12-week booking with potential extension, training, and around 37.5 hours per week with shifts between 8:00am

Qualifications

• Experience in customer service or contact centre preferred.
• Excellent communication and listening skills.
• Able to type accurately and to a good speed.

Responsibilities

• Handle customer enquiries and complaints via telephone and email.
• Aim to provide a first-time resolution wherever possible.
• Take consecutive calls while maintaining a professional and friendly approach.
• Listen to customers, understand their concerns and identify appropriate solutions.
• Handle challenging conversations calmly, professionally and with resilience.
• Record customer information accurately on internal systems.
• Work within agreed handling times and quality standards.
• Provide a consistently high level of customer service.

Skills

Excellent communication

Resilient under pressure

Organised

Typing speed

Multiscreen work

Customer focus

Telephone etiquette

Tools

Microsoft Outlook

Spreadsheets

Word processing

Job description

Royal Mail in Plymouth is seeking a Customer Service Advisor to join a fast-paced complaints team. You will handle customer enquiries by telephone and email, aiming for first-time resolution and high-quality service.

The role involves working across multiple screens and systems, recording information accurately, and adhering to handling times and standards. The temporary appointment is a 12-week booking with potential extension, training, and around 37.5 hours per week with shifts between 8:00am