Pensions Helpdesk Specialist

Royal Mail; Sheffield; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Bank holidays

Company pension scheme

Dental insurance

Health assessment

Sick pay

Benefits platform My Bundle+

Wellbeing services

Job summary

Royal Mail is hiring a Pensions Helpline Advisor in Sheffield to handle RMCPP pension inquiries by phone and email. This permanent, full-time role requires delivering high-quality service while maintaining records and building pension knowledge. Flexibility to attend four days in the office is preferred.

You will work towards KPIs, support colleagues, and contribute to service improvements within the Pensions Helpline team, representing Royal Mail with PRIDE.

Qualifications

• Experience working on a high-volume customer helpline
• Ability to respond to offline queries via email and other channels
• Experience dealing with difficult conversations (e.g. complaints, bereavements)
• Strong questioning and analysis abilities to understand customer needs
• Confidence communicating with employees at all levels
• Excellent verbal and written communication
• Ability to thrive in a busy helpline environment with high contact volumes
• Strong problem-solving skills and a proactive attitude
• Good organisational skills and ability to meet deadlines

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 an easy-to-understand way
• Maintain confidential and accurate records of every interaction
• Identify areas for improvement and accelerate 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

Communication

Problem solving

Team collaboration

Tools

SAP CRM

PSP

Sirius

Filenet

SuccessFactors

Outlook

Job description

Royal Mail is hiring a Pensions Helpline Advisor in Sheffield to handle RMCPP pension inquiries by phone and email. This permanent, full-time role requires delivering high-quality service while maintaining records and building pension knowledge. Flexibility to attend four days in the office is preferred.

You will work towards KPIs, support colleagues, and contribute to service improvements within the Pensions Helpline team, representing Royal Mail with PRIDE.