Call Analyst Remote
Job description
Summary
Salary: £23,782.00
Grade: PO
Reporting Line: Senior Project Manager
Contract Type: 12 month Secondment
Location: Home Based
Closing Date: 18th August 2023
What to expect
As a Call Analyst your role will be to provide quality service to Postmasters, focusing on finding ways to support them with their issues and queries. Offer assistance to Postmasters in a multi-channel environment through telephone, web chat, and email. Take ownership of Postmaster issues, enquiries and complaints and independently manage them through to resolution, ensuring Postmasters are kept up-to-date at all times.
You will also demonstrate professional ‘best practice’ case management, ensuring all logs/cases are well written, accurately categorised, and up-to-date using case management applications. Communicate outcomes to Postmasters simply, but effectively, ensuring that Postmasters are satisfied with the outcomes you give.
What we can do for you
Our people are the driving force behind our business, we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work, you will also receive:
- 25 days annual leave that increases with tenure
- Generous pension contribution
- Access to Benenden Healthcare
- Life assurance
- Income protection after 12 months service
- Full support from our employee assistance programme and access to our employee benefits platform
- Ever-evolving learning and development opportunities
At Post Office our commitment to embracing diversity extends beyond just words, we actively foster an inclusive workplace culture that values the unique perspectives and contributions from all colleagues. We believe that Equity, Diversity, and Inclusion is not only important but essential to our success and growth; our priority is building a business that represents the communities we serve across the nation. We are an equal opportunity employer, and we embrace our employees’ differences; Post Office wants people from all walks of life working here and we welcome your application. That’s how we build Everybody’s Business.
What you’ll need to succeed
- You will have experience of working in a service environment.
- You will have experience of working to service levels and quality targets.
- You will demonstrate good all-round IT skills, be able to use the Microsoft Office and be familiar with excel
- You will have excellent verbal, written and interpersonal communication skills.
- You will be used to acting as a brand ambassador.
- Empathetic – You'll be able to put yourself in your Postmasters’ shoes and understand their individual circumstances
- Committed – You will want to do the best job you can possibly do to making Postmasters lives better
- Curious – You're always looking to find different ways of doing things
- Attentive – You enjoy listening to Postmasters and what matters most to them
- Connected – You want to develop strong, trust-based relationships
- Courageous – You are willing to put your neck on the line to drive change and solve problems
About us
Post Office is a community staple. We’re trusted. We’re relatable. We’re reliable. We’re steeped in tradition. But we’re on a journey of transformation. We’re focused on the future and working at pace to compete in a digital world to provide the same, personalised experience we’ve always been proud of – and we need fresh talent to help make it possible.
We’re looking for people to come to Post office to re-imagine. Authentic people who rise to big challenges and make big changes. We all have a genuine duty of care for the people we serve – a purpose that guides us forward, no matter what. We’re looking for people who share in that purpose and show that now, and moving forwards, Post Office truly is Everybody’s Business.
