Pensions Helpline Advisor Sheffield, England
Job description
Job reference number 289781
Pensions Helpline Advisor - Sheffield (Hybrid Working) FTC 12 Months
Salary from £21,346 based on experience
33 working hours per week
Royal Mail Defined Contribution Pension Scheme
Opportunities for further development and learning within the team
Full time
Permanent
Royal Mail Sheffield, Sheffield, S98 6HR
At Royal Mail we have four exciting new vacancies within HR Services for Pensions Helpline Advisors, to provide telephone and online based support for members of the new RMCPP pension scheme.
These roles are within the HR Advice Centre, HR Services. Our customer Pensions Service Advisors will be responsible for providing support and guidance to Royal Mail employees and ex-employees through dedicated helplines. Advisers will have responsibility for responding to inbound telephone enquiries and e-mails in the Pensions helpline team.
This is a Hybrid Working role with travel to HR Services - Sheffield for initial training and when required. Pleas note thi is a 12 month FTC position.
About the role
You will answer and resolve customer enquiries via telephone and e-mail in a timely manner
Work within team scorecard measures to deliver a service that meets KPI’s
You will provide accurate information to customers around Pension products supported
You will develop an excellent understanding of Pension products and processes supported
Exhibit behaviours that exceed our customers’ expectation
Be part of a professional helpline for all customer interactions, by phone and email and contribute and support service and process improvement
You will maintain confidentiality at all times and maintain an accurate record of all customer interactions.
Ensure areas for improvement and potential failures with processes are raised quickly and work with PRIDE (Professional Reliable Interested Determined Enthusiastic)
About You
To be successful in this role you will have the following skills and attributes;
- Previously worked in a Pensions environment providing first class customer services skills
- Excellent questioning and data analysis skills, to interpret customer requirements
- Ability to work within a fast paced busy helpline team dealing with high volumes of customer enquiries
- Competent computer user
- Conversant with SAP CRM, PSP, Sirius, Filenet, SuccessFactors and Outlook
- Professional and supportive approach
- Ability to communicate confidently and effectively with employees at all levels of the business
- Understand and comply with Legal Requirements and Royal Mail Policies
- Excellent problem solving skills
- Willingness to accept new challenges and seek opportunities for personal development
- Excellent communications skills, specifically verbal and written
- Ability to organise workload to meet deadlines and service requirements
- Establish and maintain excellent working relationships with all Royal Mail colleagues
- Contribute effectively at team meetings, discussions, 1:1s and Work Time Listening and Learning
- Actively engage in Service Improvement activities
Extra Benefits
- Generous holiday entitlement of 5 weeks (plus bank holidays), increasing with years completed service
- Company pension scheme with competitive contribution rates
- RMG Share Schemes - partnership and matching share offer
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave, shared parental leave and childcare vouchers
- 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
- Access to our Feeling First Class service, providing both mental and physical wellbeing support
- Lifestyle benefits - You can purchase a car, bike, home technology or mobile phone, or choose from a range of health benefits and insurance products. You make regular payments from your salary, and so could save on tax*.
- Financial support - information and services to help you manage debt and grow your financial knowledge, with debt consolidation & savings plans*
- Your peace of mind with - Healthcare CashPlan, Dental Cover, Additional Life (life insurance) & Additional Life Partner, Hospital & Death Benefit Plans; Voluntary Critical illness & Voluntary Critical illness Partner
- Free & discounted RMG products - free keep safe & redirection, partner discounts
- Free stamps at Christmas
- Available only to perm employees
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.
For more information about Royal Mail’s values of being positive, brilliant and part of it, please click on the link below:
About Us (royalmailgroup.com)
Closing Date:03rd May 2023. Please note, this advert may close early if the appropriate number of applications has been reached.
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