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Job reference number 292164

Customer Service Advisor - Sheffield (Hybrid) - Employee Relations Case Management Team - C2A00

Starting Salary - £21,346

Full time

Fixed Term

Royal Mail Sheffield

An exciting opportunity has arisen to join Royal Mail in the Employee Case Relations Management Team.

About the role

This role is within the HR Advice Centre, HR Shared Services, Royal Mail. Our customer service advisors are responsible for providing effective case management of Bullying & Harassment, Appeals, National Appeals Panels, Employment Tribunals, Subject Access Requests and Early Conciliation.

In this role you'll assess using effective questioning and knowledge the appropriate route for all types of complaint. You'll demonstrate an excellent understanding of products and processes supported, to exhibit behaviours that exceed our customers’ expectation, With the aims of actively contributing to improving processes and customer service.

You'll answer and resolve customer enquiries via telephone and e-mail in a timely manner whilst maintaining an audit trail and data confidentiality at all times.

You'll contribute to and support development of the team to ensure areas for improvement and potential failures with processes are raised quickly and acted upon.

You'll work with PRIDE (Professional Reliable Interested Determined Enthusiastic)

About You

To be successful in this position you'll demonstrate first class customer services skills with broad generalist HR skills.

You'll be a competent computer user with excellent problem solving and conflict resolution skills.

You'll be excellent at questioning and analysing data to interpret customer requirements.

Maintaining a professional and supportive in approach, you'll have the ability to communicate in writing and on the telephone confidently and effectively with employees at all levels of the business.

You'll understand and comply with Legal Requirements and Royal Mail Policies, with a willingness to accept new challenges and seek opportunities for personal development.

You'll establish and maintain excellent working relationships with all Royal Mail colleagues, ableto organise workload to meet deadlines and service requirements.

You'll actively engage in Service Improvement activities, contributing effectively at team meetings, discussions, 1:1s and Work Time Listening and Learning.

This position is hybrid working, a requirement of 2 days per week are required at our Pond Street Sheffield office.

This position is hybrid working, a requirement of 2 days per week are required at our Pond Street Sheffield office

Extra Benefits

Your career in safe hands

At Royal Mail we value our people and we want our people to be proud to work for our businesses.

We have the assets, the infrastructure and the scale that others don’t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs.

An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate.

Next Steps

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 w/c 20th March.

Closing Date: 14th March 2023. Please note, this advert may close early if the appropriate number of applications has been reached.

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