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Support Advisor

4 months ago

East Midlands, United Kingdom Post Office Ltd Full time

Summary:

Salary:
Starting from £23,728.02 per year

Grade:
PO

Contract Type:
Permanent

Location:
Chesterfield/Hybrid

Reporting to:
Team Manager

Division:
Service and Support

The Purpose of the Role:


As an Enquiries Support Advisor your role will be dealing with enquiries from branches and third party clients where transactional errors have been identified that may require transaction corrections.

You will be an expert in the Post Office products that you support and be able to support Postmasters, branches and third parties to attempt to resolve the transactional error.

You will be dealing with multiple cases at any one time, focusing on ensuring that enquiries are dealt with quickly and effectively and that any required transaction corrections are delivered quickly and effectively to branches in order for branches to maintain accurate branch accounts.


Principal Accountabilities:

  • Provide quality service to Postmasters, focusing on finding ways to support them with their issues and queries
  • Take ownership of Postmaster issues, enquiries and complaints and manage them through to resolution, ensuring Postmasters are kept uptodate at all times
  • Escalate any issues that you are unable to resolve, whilst making sure that the Postmaster is kept uptodate as the case is escalated Achieve agreed targets, particularly your quality and productivity targets
  • Find and share opportunities to improve the service offered to Postmasters and in Post Office processes
  • Keep yourself uptodate with changes within Post Office so that you can continue to offer great service to Postmasters

Qualifications, Experience & Skills:

Experience required

  • You will have experience of working in a service environment
  • You will have experience of working to service levels and quality targets
  • You will have excellent verbal and written communication skills
  • You will be used to acting as a brand ambassador
Skills required

  • 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, trustbased relationships


 Courageous
  • You are willing to put your neck on the line to drive change

About Post Office:


The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years.

As one of the country's most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously.

We're the UK's largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide - more than all of the UK's banks and building societies put together.


We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs.

That's why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails.

And we're improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.

Our Ways of Working underpin everything we do, they are the "How" of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.

By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation

In short
:
Working in partnership, as
one team, we
deliver amazing results

**The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.