Specialist Customer Operations Support

Royal Mail; Wakefield; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Company pension scheme

Job summary

Royal Mail is seeking a Specialist Customer Operations Support in Wakefield. The role focuses on handling customer collection bookings, cancellations and service issues, using Excel-based analysis to support forecasts.

You will also undertake ad hoc floor tasks such as parcel checks and sampling as required. Working hours are 37 hours per week, typically Monday to Friday with some flexibility for evenings and weekends.

Qualifications

• Confident and professional telephone manner.
• Ability to deliver high standard customer service.
• Ability to work to tight deadlines and adapt to changing priorities.
• Flexibility to cover varying shifts including potential evenings/weekends.
• Clear communication with internal teams and customers.

Responsibilities

• Serve as primary contact for telephone calls and emails on customer collection bookings, cancellations, amendments and service issues.
• Support operational floor duties such as parcel checks and samplings when needed.
• Collaborate with Operations, Distribution, Planning, Sales and Revenue Protection to inform changes to collections and forecasts.
• Collate collection and forecast sheets and analyze forecasts for reporting purposes.

Skills

Telephone manner

Customer service

Deadline driven

Flexibility

Communication

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

Specialist Customer Operations Support

Salary starting at £28,558.00 and a company pension scheme with highly competitive contribution rates

Full time

Permanent

Yorkshire Parcel Hub, Silkstone House, Express Way, Wakefield Europort, Normanton, Wakefield, WF6 2XX

There has never been a more exciting time to join us! We are reinventing Royal Mail for the future and now is a perfect time to join us on that journey.

Exciting opportunity to work with our High-Volume Customers in a strategically important area for the future of the business.

Working within a National Specialist Customer Operational Team within the Parcel Hub Network, the successful candidate will be a primary contact for telephone calls and emails relating to customer collection bookings, cancellations, amendments and service issues. The candidate may also be expected to perform various other tasks on the operational floor including parcel checks and samplings.

Furthermore, you will work with the relevant internal departments - Operations, Distribution, Planning, Sales, and Revenue Protection to advise of changes to collections and forecasts.

Working hours: Full time 37 hours per week. Typical attendance is Monday to Friday, hours between 13:56 – 22:00 (flexibility is required regarding start and finish time, and there may be a requirement to cover evenings and weekends)

Location: Based at Yorkshire Parcel Hub, Silkstone House, Express Way, Wakefield Europort, Normanton, Wakefield, WF6 2XX

As part of the role, you will collate collection and forecast sheets and analyse forecasts and statistics for reporting purposes.

The successful applicant will be able to demonstrate the following skills:

• A confident and professional telephone manner.
• Good knowledge of Microsoft Excel, Word, PowerPoint, Outlook.
• Be able to work to tight deadlines.
• Be flexible and able to react to customer and business demands as required.
• Have a desire to provide excellent customer service.

Next Steps

The next stage of the selection process will be a face to face excel exercise followed by a competency interview.

About Us

At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.

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: https://www.internationaldistributionsservices.com/en/about-us/