Postal and Mail Helpdesk Operative

3 weeks ago

Ruislip, United Kingdom Defence Equipment & Support Full time

**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 guidancebefore 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 high-quality customer service experience.
- Liaising with other departments to ensure SLA are achieved.
- Attending mandatory training and development courses on-site.
- 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 market-leading employer pension contribution of around 27 percent, an annual performance-based bonus, and recognition awards
- Flexible and hybrid working wherever possible, to support your work-life 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 progression
- A huge range of discounts including retail, sports, leisure, restaurants, gifts, days out, holidays, cinema, motoring, insurance, health care, gym memberships, and more
- Up to six days of paid leave a year for volunteering
- Enhanced maternity, adoption, and shared parental leave schemes, offering 100% pay for 26 weeks (after a qualifying period)
- We champion a diverse and inclusive environment, where everyone can be themselves and give their best. We believe that by harnessing the power of different ideas, experiences, and persp

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