Hybrid Pensions Helpline Advisor

Royal Mail Group; Sheffield; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Hybrid working

25 days leave + bank holidays

Job summary

Royal Mail Group is seeking a Pensions Helpline Advisor based in Sheffield. You will be the first point of contact for RMCPP queries, delivering accurate information by phone and email and helping colleagues understand their pension options.

You’ll work in a hybrid mode with 1 day remote and 4 days in the office, earning a starting salary of £25,758 plus a £250 quarterly bonus potential, plus generous annual leave and pension contributions.

Qualifications

• Experience on a high-volume customer helpline.
• Able to respond to offline queries via email and other channels.
• Experience dealing with difficult conversations (e.g. complaints, bereavements).
• Excellent verbal and written communication.
• Strong questioning and analysis abilities to understand customer needs.
• Confidence communicating with employees at all levels.

Responsibilities

• Respond promptly and professionally to telephone and email enquiries relating to Royal Mail Pension products.
• Work within agreed KPIs and team scorecard measures to deliver a high quality service.
• Build deep knowledge of our pension schemes, policies and processes.
• Provide clear, accurate information in a way that's easy for customers to understand.
• Maintain confidential and accurate records of every interaction.
• Identify areas for improvement and escalate potential process issues quickly.
• Contribute to ongoing service improvement across the Advice Centre.
• Represent Royal Mail with PRIDE - Professional, Reliable, Interested, Determined, Enthusiastic.

Skills

Customer service

High-volume helpline

Email & phone handling

Difficult conversations

Verbal & written communication

Analytical questioning

Interpersonal communication

Organisational skills

Team collaboration

Tech proficiency

Tools

SAP CRM

PSP

Sirius

Filenet

SuccessFactors

Outlook

Job description

Royal Mail Group is seeking a Pensions Helpline Advisor based in Sheffield. You will be the first point of contact for RMCPP queries, delivering accurate information by phone and email and helping colleagues understand their pension options.

You’ll work in a hybrid mode with 1 day remote and 4 days in the office, earning a starting salary of £25,758 plus a £250 quarterly bonus potential, plus generous annual leave and pension contributions.