Support Advisor

**Summary**:
**Salary**:£23,728.02 (rising to £25,418.76 after year 1 and £29,265.34 after year 2)
**Grade**:PO
**Contract Type**:Permanent
**Location**:Future Walk, Chesterfield
**Reporting to**:Team Manager
**Division**:Service and Support Optimisation

**The Purpose of the Role**:
Your role will be providing support to Postmasters and branches for any balances settled centrally (or to a nominee account) at the end of trading periods. You will be an expert in Post Office branch operations, particularly branch accounting processes, and be able to support Postmasters and branches to identify if the cause of the discrepancy has been established or requires further investigation. You will manage the processes for resolving established gains and losses with current and former Postmasters and multiple partners. You will be dealing with multiple cases at any one time, focusing on fast and effective resolution.

Our Support Advisors provide a crucial role in ensuring the day to day operation of Post Offices nationally. This role will give you the opportunity to understand our organisation as a whole which in turn will offer genuine career development opportunities as well as guaranteed pay increases in your first 2 years of employment with us.

**Principal Accountabilities**:

- You will manage the processes for resolving established gains and losses with current and former Postmasters and multiple partners
- Provide quality service to Postmasters, focusing on finding ways to support them with their issues and queries
- Take ownership of Postmaster issues, enquiries and complaints and manage them through to resolution, ensuring Postmasters are kept up-to-date at all times
- Communicate outcomes to Postmasters simply, but effectively, ensuring that Postmasters are satisfied with the outcomes you give
- Escalate any issues that you are unable to resolve, whilst making sure that the Postmaster is kept up-to-date as the case is escalated
- Achieve agreed targets, particularly your quality and productivity targets
- Find and share opportunities to improve the service offered to Postmasters and in Post Office processes
- Keep yourself up-to-date with changes within Post Office so that you can continue to offer great service to Postmasters

**Qualifications, Experience & Skills**:

- Experience of working in a Customer Service role, ideally in an office environment
- Experience of working to service levels and quality targets would be a benefit
- Good IT literacy and ideally experience using Microsoft packages
- Excellent verbal and written communication skills
- Someone who enjoys a challenge and acting as a Brand Ambassador

**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, payments and 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 organisation we 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 for the job.