Customer Service Recovery Specialist

3 weeks ago


Sheffield, Sheffield, United Kingdom Royal Mail Group Full time

About the Role

We are seeking a highly skilled Customer Service Recovery Specialist to join our team at Royal Mail Group. As a key member of our Pay Team, you will be responsible for maintaining and managing all aspects of employee records and pay information on our payroll system.

Key responsibilities include:

  • Recovery of employee overpayments and debt from current employees and employees who have ceased employment.
  • Actively pursuing employee debt from those employees who have ceased employment with outstanding debt balance.
  • Direct contact with an often challenging customer base through both written communication and telephone to secure recovery of monies owed.
  • Work with external debt recovery supplier to ensure Royal Mail secures best outcomes in terms of recovery rates.
  • Process and maintain payroll data relating to all aspects of Pay for all Royal Mail Employees.
  • Understand and accurately deliver Pay Services products to internal and external customer's agreed requirements including compliance with legal requirements and business policies.
  • Respond to process specific queries received into the team to an excellent standard.
  • Ensure service issues are raised through the appropriate channels in a timely manner.
  • Raise areas for service improvement whenever identified and actively review recovery strategies.

About You

We are looking for a highly motivated and organized individual with excellent communication skills, both written and verbal. You will have a strong understanding of debt recovery and experience of working with external debt recovery suppliers. You will also have a high standard of analytical and numerical skills, with the ability to interpret and manipulate data using Excel.

As a key member of our team, you will be responsible for delivering excellent customer service and working collaboratively with other functions within the wider Pay Team. You will also have direct contact with customer groups, including employees, line managers, and our external debt recovery supplier.

What We Offer

We offer a competitive salary, 5 weeks annual leave plus bank holidays, and a range of benefits, including an annual and quarterly bonus scheme, pension scheme, and perks and discounts. We also offer flexible working patterns and a permanent, full-time contract.

How to Apply

If you are a motivated and organized individual with excellent communication skills, we would love to hear from you. Please submit your application, including your CV and a cover letter, to [insert contact details].



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