Customer Service Advisor

6 months ago

Sheffield, United Kingdom Royal Mail Group Full time

**Job reference number** **307835**

Customer Service Advisor - Pensions - Sheffield
Salary up to £24,000
Annual bonus potential
Permanent, Full time

Royal Mail Sheffield, Sheffield, S98 6HR

We’re currently innovating and transforming our business for the future, adapting towards a parcel delivery market, as well as taking environmental responsibility for our impact as a business. To get there, we need exceptionally talented, bright, and driven people.

This role is based at our Royal Mail office in Pond Street.

**About the role**

Reporting to the Service Team Leader you will handle incoming and outgoing post vital to the administration of the Royal Mail Pension Plan to agreed service and quality standards.

You will process all ingoing and outgoing post related to the Royal Mail Pensions Plan, scanning, checking and indexing all mail and member documents received. You’ll start pen flows for calculation and processing of member’s benefits, based on their entitlements under the rules of the Plan.

You will deliver the product to agreed service and quality standards, in accordance with Plan rules and HRS service specification. Alongside this, you’ll ensure maintenance of the correct stock of informative booklets and envelopes required for member communications.

You will play a full part in developing and delivering continuous improvement activities in accordance with our PASA Gold Standard and Continuous Improvement frameworks. You’ll take responsibility for your personal and professional development, ensuring your own technical knowledge remains up to date to enable continued delivery of an excellent service.

You will communicate effectively and develop and maintain positive, effective and professional working relationships with customers, clients, stakeholders and Royal Mail colleagues. You will deliver consistently excellent value-added service.

**About you**

To truly excel in this role, you’ll possess, and be able to evidence, the skills and experience listed below:

- In-depth knowledge of Microsoft Excel including advanced function such as Vloopkups and Pivot tables
- Educated to at least A level standard with strong English Language and Mathematics at GCSE level (grades C to A*)
- Well-developed analytical and reporting skills including the overall management of a process
- Proven planning and organisational skills, including experience of delivering to demanding timescales
- Strong written and verbal communication skills
- Proven experience of delivering a professional, customer focussed service with effective problem-solving ability

**Extra Benefits**
- Generous **holiday **entitlement of 25 days (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 and shared parental leave
- **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**:

- **Your Wellbeing** -** **you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
- **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, th

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