De&s Postal and Mail Helpdesk Operative

2 weeks ago

London, Greater London, United Kingdom Ministry of Defence Full time

Details:

Reference number:

Salary:

- £20,500-
Job grade:
  • Other
  • Technical Specialist I
    Contract type:
  • Permanent
    Business area:
  • MOD
  • Defence Equipment & Support
    Type of role:
  • Logistics
  • Operational Delivery
  • Other

Working pattern:

  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job

Benefits:

Things you need to know

Location

  • British Forces Post Office, RAF Northolt, Ruislip, London ,HA4 6NGAbout the job

Job summary:

We are Defence Equipment and Support (DE&S). We make sure the UK military is equipped, supported, and connected, as they protect life at home and overseas.

We manage a vast range of complex projects to buy, support and supply vital equipment and services that the Royal Navy, British Army and Royal Air Force need, so they can operate safely and effectively.

Our people push for best-in-class every day - because it helps keep our nation safe.

So whatever your background, whatever your skill set, if you're driven to set new standards, find your place with us.

Ready to see where your ambition will lead you?

Job description:


Are you looking for a challenging and interesting opportunity? If so, DE&S / BFPO (British Forces Post Office) has an excellent opportunity for you to join our team as a Postal and Mail Helpdesk Operative.


For centuries, our Armed Forces have managed an in-house postal service, delivering mail throughout our military history including both World Wars.


The BFPO is dedicated to providing postal and courier services to the UK Armed Forces and is a renowned brand across Defence.

Approximately 280 resolute, hard-working civilian and military staff work collaboratively across 11 sites in the UK to deliver both personal and official mail to over 650 locations across the globe.


We are looking for dynamic, initiative-taking, diligent, and organised individuals who can work in a customer-focused environment and to tight timescales, while remaining positive and focused on problem resolution.


Coming from a customer service background, you will need to be a motivated individual and a keen team player, but importantly enjoys working within a busy customer service environment and can deal with several questions and queries at one time.

On top of the salary this position also offers an Outer London Weighting /Recruitment and Retention Allowances of £3250.

Please note:

Full attendance to the stated site is required for this position

We strongly recommend tailoring your CV in line with our
CV guidance before applying, with specific sections to highlight Key Achievements, Relevant Experience, and Applied Skills & Knowledge

About the role

Your responsibilities will include:

  • Raising support tickets to enable tracking and resolution to customer requests.
  • Investigating and resolving customer complaints then closing support tickets.
  • Following up with customers to ensure full resolution.
  • Running reports to analyse common complaints and problems.
  • Resolving delivery discrepancies.
  • Delivering a highquality customer service experience.
  • Liaising with other departments to ensure SLA are achieved.
  • Attending mandatory training and development courses onsite.
  • General office duties.


In the role you will be required to work between 08:00 - 15:30 hours, Monday to Friday, although some additional hours or flexible working may be required.

Exact duty timings will be discussed at interview.

Headquarters BFPO is conveniently accessible from the M40 motorway, the A40 and London underground tube stations. Free parking is available on site.

Person specification:

  • Excellent verbal communication skills.
  • General knowledge of Microsoft Systems, such as Outlook, Word, Excel, and PowerPoint,
  • Ability to work under pressure, and to tight schedules.
  • Strong organisational and administration skills.
  • Understanding of Service and Incident Management
In addition to the responsibilities above, the following
technical competencies and behaviours will be assessed at interview:

Core Behaviours:

Communicating and influencing - CSBC1

Managing a Quality Service - CSBC1

Technical - Function Competency Framework:

Customer Service - Awareness

Making evidence-based decisions - Awareness

Benefits:

We're pleased to offer a generous benefits package to support everything from your work-life balance to your bank balance, including:

  • 25 days' holiday a year, plus 1 day a year up to 30 days, 8 bank holidays and a day off for the King's birthday
  • A marketleading employer pension contribution of around 27 percent, an annual performancebased bonus, and recognition awards
  • Flexible and hybrid working wherever possible, to support your worklife balance (though some attendance to the stated site is required)
  • Access to specialist training and funded professional qualifications, with plenty of opportunities and support for progress

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