Diversity Posting Dec 2024

Royal Mail - Customer Care Consultant

Kensington, London, UK Req #929
19 December 2024

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
Location on Google Maps
  • Kensington, London, UK