Customer Solutions Consultant

3 weeks ago


London, United Kingdom Royal Mail Group Full time

**Job reference number **237536**

Customer Solutions Consultant

SNA01

Full time

Permanent

London

**Role Title: Customer Solutions Consultant**

We’re passionate about harnessing technology to deliver the best possible results for customers. The business is in an exciting period of transformation and making the most of resources and innovation is fundamental to evolving and delivering the best possible service across the UK and Europe. With a proud history of serving the UK, Royal Mail has been able to thrive by continuously adapting and adopting the most advanced tech. At Royal Mail Technology, we’re playing an exciting role in taking the next steps.

With so much growth in parcels and e-commerce, we have a vision for the future, and we need talented and ambitious people, like you, to help us get there. We know how to support business and communities - and we need to be agile to achieve our goals. We’re focusing on investing in the tech, processes and people that are going to help us achieve great things together. By joining us, you will be driving meaningful change, pushing forward our transformation to become a more agile and customer focused team. We face new challenges every day. But we overcome them together, which brings incredible satisfaction and reward as we deliver more innovation, products and essential services for millions of customers across the UK

**Job Purpose**

To respond to the needs of our customers, ensuring that they have efficient and effective connections with RMG systems to support their business with RMG

**In this role you will**:

- Lead the identification and implementation of Customer Solutions integration projects with customers on behalf of RMG
- Provide effective consultancy for customers in order to agree a suitable customer solution
- Manage and report on customer solutions - including all communications with external & internal stakeholders
- Maintain effective documentation to allow ongoing support to be provided by the Customer Solutions Team
- Support existing customers and review options for enhancements / changes / alternative solution offerings
- Ensure effective liaison and relationship management with the sales teams - allowing identification of customer opportunities that would benefit from IT engagement and ongoing consultancy to maximise customer processes/IT solutions
- Work effectively within a team of Customer Solutions Consultants and Analysts to ensure customer satisfaction by delivering systems on time to meet business deadlines, and to provide professional support as required
- Input to key IT Customer Solutions initiatives as required for new and innovative solutions

**Qualifications and experience required**:

- Proven track record in working with external customers to deliver excellent service
- Awareness of APIs and file transfer protocols is essential
- In depth and expert knowledge of the parcels and express marketplace is desirable
- Detailed understanding of models of customer solutions in the parcels and express marketplace is desirable
- Significant experience within the operational, sales & commercial aspect of parcels and express marketplace is desirable
- Experience of process, data mapping, analysis, file transfer protocols, security concepts, interface definition, package configuration, statistical analysis, functional testing, problem analysis/resolution, benefits evaluation
- Sound working knowledge of web services
- Formal training in analysis and consultancy preferred (or proven business experience)
- Experience of influencing individuals and teams
- Experience of warehouse, depot and call centre processes preferred

TECH YOU’D NEVER EXPECT

We’re evolving, transforming and working together to innovate and provide a service our customers can trust. This is tech you’d never expect from Royal Mail.
We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs. The way we work is evolving and needs to suit everyone, working with us, you can create a flexible and accessible solution that helps you do your best work.

For more information on Royal Mail Group click here


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