Helpline Advisor

Job title:

Helpline Advisor

Company

Royal Mail

Job description

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Job reference 320235Employee Helpline Advisor
Starting salary £24,00 with annual and quarterly bonus scheme, company pension scheme with highly competitive contribution rates, generous annual leave offering of5 weeks holiday plus bank holidays. There is also an option to purchase a further week’s holiday (5 days).
Permanent, Full time (9-5)
Hybrid working – Flexible working patterns 2/3 days per week in the Sheffield office at Pond Street, Sheffield, S98 6HR.Are you an experienced Inbound Telephone Customer Service Advisor or Helpline Advisor? Do you thrive on delivering exceptional customer satisfaction? If you come from a retail or hospitality background and are looking for a new challenge with sociable working hours, we’d love to hear from you!This is your opportunity to be part of a team where no external calls and no sales are involved—sounds great, right? Read on!About the roleAs a helpline advisor, you’ll be responsible for providing support and guidance to current and former Royal Mail employees through dedicated helplines. You will handle inbound telephone enquiries as well as e-mails and web forms. This position sits within our HR Advice Centre, HR Services.Key Responsibilities:
Respond to and resolve customer enquiries in a timely and professional manner via phone, email, and web forms.

• Ensure all customer interactions meet our service KPIs.
• Resolve customer complaints or escalate issues to the appropriate department.
• Develop a thorough understanding of our products and processes to provide accurate and detailed information. Training will be given.
• Exhibit behaviours that exceed customer expectations and contribute to an outstanding customer experience.
• Maintain confidentiality and keep accurate records of all customer interactions.

About YouTo be successful in this role you will need to be able to demonstrate you are an experienced in

• Experience in an inbound customer service or helpline role, preferably with telephone support or a background in retail, hospitality, or a similar customer-focused sector.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a customer-first mindset.
• Attention to detail and ability to keep accurate records.
• Competent in MS Office skills and familiarity with CRM software (training will be provided).

Extra Benefits

• RMG Share Schemes – partnership and matching share offer
• 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 employeesNext StepsClosing Date: Sunday 3rd November 2024. Please note, this advert may close early if the appropriate number of applications has been reached.The next stage of the selection process will be a face-to-face interview consisting of competency based and role specific questions. We plan to hold interviews on Thursday 14th November 2024 at Royal Mail, Pond Street, Sheffield, S98 6HR.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.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:Closing Date: . Please note, this advert may close early if the appropriate number of applications has been reached.#LI-POST #YourCareerStartsHere #RMG #LIMRT #LI-Hybrid

Expected salary

Location

Sheffield

Job date

Sat, 26 Oct 2024 22:30:36 GMT

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