Network Monitoring Support Advisor

**Summary**:
**Salary**:starting from £21,768.83
- **Grade**: PO
- **Contract Type**: Fixed Term (9 months)
- **Location**: Chesterfield/Hybrid
- **Reporting to**:Network Monitoring and Support Manager
- **Division**: Service and Support Optimazation**The Purpose of the Role**:

- By showing a passion for resolution and showing Postmasters empathy by truly listening to them and putting yourself in their shoes, you’ll effectively deliver consistently high levels of Postmaster satisfaction via all contact channels.- The role is challenging and isn’t for the faint hearted. Sometimes you won’t know the right answer, but you’re the kind of person who is always up for the challenge. You’ll use your resilience and rely on your resources and training to quickly research a detailed and honest response in order to support the Postmaster.- The role does lend opportunity for you to build meaningful relationships and create positive change for Postmasters and the wider Post Office business. You’ll be empowered to make decisions in the best interests of the Postmaster and our business.**Principal Accountabilities**:

- As a support advisor your role will be to:
- 1. Provide quality service to Postmasters, focusing on ways to support them with their issues and queries.-
- 3. Take ownership of Postmaster issues, enquiries and complaints and manage them through to resolution, ensuring Postmasters are kept up to date at all times.-
- 5. Communicate outcomes to Postmasters simply, but effectively, ensuring that Postmasters are satisfied with the outcomes you give.- 6. Escalate any issues that you are unable to resolve, whilst making sure that the Postmaster is kept updated as the case is escalated.- 7. Achieve agreed targets, particularly your quality and productivity targets.- 8. Find and share opportunities to improve the service offered to Postmasters and in Post Office processes.- 9. Keep yourself up to date with changes within Post Office so that you can continue to offer great service to Postmasters.- You will also have role specific accountabilities. These are:
**Network Monitoring Support Advisor**
- Your role will be using data sources to effectively monitor the compliance and risk in the Post Office branch network, with a focus on the integrity and accuracy of the cash and stock in the network. You will be an expert in Post Office branch operations and be able to support Postmaster and branches where you identify compliance issues or risk. You will be dealing with multiple cases at any one time, focusing on fast and effective first-time resolution of the issues you identify in the network.**Qualifications, Experience & Skills**:
**Experience required**
- You will have experience of working in a service environment.
- You will have experience of working to service levels and quality targets.
- You will have excellent verbal and written communication skills.
- You will be used to acting as a brand ambassador.

**Skills required**
- Empathetic - You'll be able to put yourself in your Postmasters’ shoes and understand their individual circumstances
- Committed - You will want to do the best job you can possibly do to making Postmasters lives better
- Curious - You're always looking to find different ways of doing things
- Attentive - You enjoy listening to Postmasters and what matters most to them
- Connected - You want to develop strong, trust-based relationships
- Courageous - You are willing to put your neck on the line to drive change

**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.**Securing the future Post Office’s future**:
We are working hard to ensure that the next chapter of the Post Office’s history is a bright one. We are the current guardians of an iconic business and we want to hand over a thriving network of branches which can continue to provide essential products and services for our customers for many years to come. This is a uniquely exciting and challenging time for the Post Office - we’re shaping the future and creating a business we can all be proud of.**Working at the Post Office**:
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