Job Description

Job reference 324669

Inbound Employee Helpline Advisor

Starting salary 24,000 with annual and quarterly bonus scheme (subject to eligability), company pension scheme with highly competitive contribution rates, generous annual leave offering of 25 days, plus bank holidays, increasing to 27.5 days after 10 years service.

Permanent & 12 Month Fixed Term Contracts, Full time.


Location: Hybrid working -Royal Mail, Pond Street, Sheffield, S98 6HR. Flexible working 2/3 days per week in office.



We're hiring for multiple positions!





Are you an experienced Telephone Customer Service Advisor or Helpline Advisor? Do you thrive on delivering exceptional customer satisfaction? If you come from a retail or hospitality background and are looking for a new challenge with sociable working hours, we'd love to hear from you!



This is your opportunity to be part of a team where no external calls and no sales are involved--sounds great, right? Read on!



As a helpline advisor, you'll be responsible for providing support and guidance to current and former Royal Mail employees through dedicated helplines. You will handle inbound telephone enquiries as well as e-mails and web forms. This position sits within our HR Advice Centre, HR Services.

About the role

Key Responsibilities:

Respond to and resolve customer enquiries promptly and professionally via phone, email, and web forms. Ensure all customer interactions align with our service KPIs and quality standards. Handle customer complaints effectively or escalate complex issues to the appropriate department as needed. Develop and maintain a deep understanding of our Royal Mail Group services and products and processes to provide accurate, detailed support--training will be provided. Act as a Subject Matter Expert (SME) to manage escalated queries, support team members, develop and maintain product collateral and internal knowledge resources. Demonstrate behaviours that exceed customer expectations and contribute to a consistently outstanding customer experience. Maintain confidentiality and ensure accurate, up-to-date records of all customer interactions.

About You

To be successful in this role you will need to be able to demonstrate you have proven experience in a customer service, customer support, or client-facing role.

Experience in an inbound or outbound customer service or helpline role, preferably with telephone support or a background in retail, hospitality, or a similar customer-focused sector. Strong knowledge of customer service principles and practices. Excellent verbal and written communication skills, with the ability to explain complex information clearly and effectively. A collaborative mindset with a commitment to delivering exceptional customer experiences. Attention to detail and ability to keep accurate records. Competent in MS Office skills is essential. Familiarity with CRM software desirable.

Extra Benefits

Family friendly support

- enhanced maternity pay, paternity leave, adoption leave and shared parental leave

Discounts and offers

- there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
Supportive and generous company

sick pay

Your Wellbeing

- you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone. Available only to perm employees

Next Steps

Closing Date: Wednesday 21st May 2025. Please note, this advert may close early if the appropriate number of applications has been reached.



The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions. We plan to hold interviews at Royal Mail, Pond Street, Sheffield, S98 6HR.



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. 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.



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.



We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.



For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/



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