Help Desk Advisor, Out of Hours - Leeds Mail Centre
| Posting date: | 27 February 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 28 March 2024 |
| Location: | Leeds, LS10 1AZ |
| Company: | Royal Mail |
| Job type: | Permanent |
| Job reference: | 1041542601 |
Summary
Job reference number 308619
Expected salary up to £26,375 per annum pro rata (£22,000 basic salary plus a night shift allowance of approx. £364 per month)
Additional £1,320 annual bonus potential per annum pro rata (6% of basic salary) plus 22.5 days annual leave plus bank holidays
Permanent, Full time, day and night shift attendance
Leeds Mail Centre/hybrid working
With around 1850 properties, Royal Mail’s property estate is one of the largest in Europe. The size is vast; from local delivery offices in every postal area of the UK, offices, vehicle garages, rail hubs, and our new state-of-the-art fully automated parcel superhubs. Royal Mails Property and Facilities Solutions is responsible for upgrading and maintaining the safety all of our buildings and provides a 24/7, 365-day support service to the business.
The role
We are looking for an experienced Customer Services Advisor (out of hours), on a full-time basis to provide helpdesk support on the day, night, and weekend shift to include bank holidays.
As Advisor, you’ll be handling inbound and outbound calls, emails and web chats from internal customers and assisting them with their property and facility issues. You’ll be required to log calls, clarify the exact requirements, and dispatch the appropriate engineers to the 1850 Royal Mail sites (Mail Centres, Delivery Offices, Parcel Hubs and office buildings). Typical calls include dealing with fault reporting (for example fuel spills, roof leaks) and building maintenance requests.
You’ll work closely with the customers whilst communicating with engineers, operational support and the planning teams, to deliver an outstanding customer service and proactively identify jobs at risk of not meeting the agreed targets and escalate where appropriate. You’ll manage queries by email, liaise effectively with internal departments, co-ordinate action to ensure timely and professional resolution and accurately record customer and engineer interactions, enquiries and complaints using the appropriate systems.
In this varied role and alongside your Advisor role, you’ll carry out ad-hoc administration tasks such as raising purchase order numbers, requesting access to buildings and creating ID badges.
This is a fantastic opportunity to join our Property, Facility and Services team based within a diverse call centre that operates 24/7, 365 days a year and to develop your career in one of the largest organisations within the UK.
Shift Pattern
Full time, to include night and day shifts, weekends, bank holidays and Christmas attendance on a rota basis. The full attendance pattern will be discussed at interview.
Location
Leeds Mail Centre is based at Stourton, which is in close proximity to the city and is located just off J44 of the M1.
We have adopted a hybrid approach to working with a mix of home working and office based at Leeds Mail Centre which is dependent on your shift. For the day shift, you will be required to attend the Leeds office 3 days per week. Free onsite parking is available. For night, weekend and bank holidays attendance, you will have the option to work fully at home. Additionally, all training will be carried out on site at Leeds Mail Centre.
What we can offer
Expected salary up to £26,375 per annum pro rata (£22,000 basic salary plus a night shift allowance)
6% bonus potential
Generous night shift allowance of approx £364 per month pro rata and the option for remote working when on the night duty
Free on site parking
On site gym and canteen
A supportive team with excellent training and development opportunities
About you
You need to demonstrate the following skills and experiencing your CV:
- Well developed customer service skills with a passion for delivering a first-class service.
- Experience of handing in-bound and out-bound calls would be beneficial.
- Attention to detail and accuracy.
- Confident communicator with strong interpersonal skills.
- Takes a flexible approach to changing requirements.
- Good organisation and problem-solving skills.
- Experience of working with Microsoft Office packages, with excellent keyboard skills and a high level of accuracy.
- Ability to prioritise workloads and manage multiple tasks.
- The ability to resolve problems and make decisions without supervision.
- Fully flexible and be able to commit to the stated shift patterns (days, nights, bank holidays and Christmas on a rota) and attend Leeds Mail Centre when required.
Next Steps
Please submit your application in advance of Monday 11th March closing date.
If selected, the next stage of the selection process will be a face to face interview at Leeds consisting of competency based and role specific questions.
Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. If selected, the first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.
About Us
Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 1800 sites.
We pride ourselves in working to the highest standards of both technical assurance and customer service. It’s our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week.
Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving.
Royal Mail Property & Facilities Solutions employs 3000 employees and is owned by Royal Mail Group Ltd.
Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve. We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: Monday 11th March. Please note, this advert may close early if the appropriate number of applications has been reached.
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