Royal Mail - Customer Care Consultant
General Description
Your primary role as a Helpline / Customer Care Consultant will be to work as part of Royal Mail Technical Team to provide 1st and 2nd line support for Royal Mail’s bulk mail customers via a dedicated helpline number and email addresses.
CACI’s Enterprise Systems Business Unit / Royal Mail Team manage the Royal Mail Technical Helpline on behalf of:
- Royal Mail Retail
- Royal Mail International
- Royal Mail Wholesale (DSA)
You will take ownership and responsibility for the delivery of services to Royal Mail’s customer base within the agreed customer SLAs. This will involve gaining a thorough understanding of the Royal Mail bulk mail products, specifications and the technical solutions that Royal Mail customers are using.
Key Responsibilities
- Answer bulk mail technical queries from Royal Mail customers over the telephone and via emails.
- Liaise with relevant Royal Mail Product Managers for assistance if answer is not known.
- Log all incoming calls and emails.
- Provide software accreditation for bulk mail customers or software suppliers.
- Provide address quality checking for bulk mail customers.
- Maintain the customer database of Royal Mail customers.
- Assist the development team testing of new tools, web apps or websites.
- Assist Royal Mail Product Managers with proofreading of new user guides or product specification documents.
- Send emails to Royal Mail customers or software suppliers.
Key Attributes & Skills
Essential
- Three to four years of Service Desk experience in a software environment.
- Ability to learn new software applications rapidly.
- Strong communication skills both written and oral with the ability to communicate effectively both with external and internal stakeholders.
- Ability to work effectively both independently and as part of a team.
- Excellent problem-solving and decision-making skills.
- Excellent attention to detail.
- General understanding of enterprise software and infrastructure technologies.
- Proficiency in Microsoft Windows, Outlook, Teams and Excel.
Desirable
- Degree preferred.
- Experience of customer care and support.
- Experience of mailing and sortation software.
- Knowledge of software development tools e.g. ColdFusion, Java, JavaScript and Excel VBA.
Core Behaviours
As a business unit we have adopted core personal behaviours:
- Reliable
- Flexible
- Adaptable
- Pro-active
- Team Player
We expect everyone to consistently demonstrate these characteristics.
Other details
- Pay Type Salary
- Kensington, London, UK