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Remediation Team Support
2 weeks ago
**Salary: PO TBC** **Contract Type: FTC 12 months Location: Independent with travel for meeting/training Reporting to: Remediation Claims Admin Team Leader Division: Historical Matters** **The Purpose of the role**:To conduct the administration and some analytical requirements in relation to the Remediation workspace within Historical Matters. To work as part of the Remediation Team to support Post Office Ltdand its Current and Former Postmasters, following the conclusion of the GLO and associated judgement. The judgement demonstrates the importance of the changes we must make in our business, particularly the ways in which we support our Postmasters. We are determinedand fully committed to resetting this relationship and this role and the Remediation Team are just one step on that journey.** **The role will initially be required for a period of 12 month** **Principle Accountabilities** - Ownership of the Remediation Team internal and external inboxes, dealing with enquiries within the agreed timescales. - Responsible for ensuring that all associated trackers are live and kept up to date throughout each working day. - Take appropriate action for each issue to ensure team SLAs are met. - Supporting the wider Remediation Team in the development of a robust framework for workload. - Effectively manage and maintain relationships with Current and Former Postmasters and other key stakeholders such as Legal personnel as directed. - Analyse data and provide interpretation. - Responsible for reporting potential escalation cases to the relevant Team manager at the earliest opportunity. - Liaise with central support functions to assist in root cause analysis to identify current or underlying issues contributing to non-compliance or issues of potential financial risk to the Postmaster or POL. - Identify and escalate risks and issues to ensure effective management across POL. - To ensure that sensitive information and data is appropriately managed. - Input to design and testing of new ways of working to enhance team capability. - Responsible for ensuring required MI and outputs are completed and cascaded as agreed. - Responsible for admin tasks as set out in the scheme process maps, ensuring they are completed to timescales. **Qualifications, skills and Experience** - Good knowledge of Microsoft Office tools (particularly Office 365,Dynamics 365, Excel, Word and PowerPoint), and the SharePoint system, plus some knowledge of Business Objects - Good knowledge of Post Office Products and Services and accounting procedures - An understanding of Post Office systems including Horice, Credence, Dynamics, CFS, Cloud City, Branch files - Good communication/interpersonal skills - written, verbal and excellent telephone manner with the ability to work with stakeholders at all levels - Demonstrable experience of providing highly precise technical and specialist administrative support in a busy working environment. - Excellent accuracy and attention to detail - Ability to work under pressure and meet deadlines - Good analytical, problem identification and problem-solving skills - Ability to understand and interpret figures, graphs and visuals - Discretion dealing with sensitive and confidential work - Ability to understand and demonstrate awareness of outputs from GLO - Demonstrate and role model Post Office behaviours **About Post Office** The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously.We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide - more than all of the UK’s banks and building societies put together. We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, paymentsand travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us. **Our Ways of Working** underpin everything we do, they are the "How" of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisationwe want to be, and achieve our business goals. By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short**:Working in partnership**, as **one team**, we **deliver**amazing results **The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria forthe job.
