Help Desk Advisor, Out of Hours - #1762878

Job reference number 325717

Help Desk Advisor, Out of Hours

Salary £23,809 per annum plus shift allowance, 6% bonus potential

22.5 days annual leave plus bank holidays

Full time

Permanent

Leeds Mail Centre, Leodis Way, Leeds, LS10 1AZ

With around 1750 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 for all 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) 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 Royal Mail sites (Mail Centres, Delivery Offices, Parcel Hubs and office buildings). Typical calls include dealing with fault reporting, such as fuel spills, roof leaks and building maintenance requests.

Other duties include:

• Work with customers, engineers, operational support and planning teams, to deliver an outstanding customer service and proactively identify jobs at risk of not meeting the agreed targets.
• Manage queries by email, liaise effectively with internal departments, co-ordinate action to ensure timely and professional resolution and record customer and engineer interactions, enquiries, and complaints.
• Complete ad-hoc administration tasks such as raising purchase order numbers, requesting access to buildings, and creating ID badges.
  
  

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 shifts, you will be required to attend the Leeds office. Free onsite parking is available. For night, weekend and bank holidays attendance, you will have the option to work at home. Additionally, all training will be carried out on site at Leeds Mail Centre.

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.
  
  

What We Can Offer

Expected basic salary of £23,809 per annum pro rata, plus an unsociable hours allowance

6% bonus potential

Generous night shift allowance 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

Closing Date: Wednesday 25th June. Please note, this advert may close early if the appropriate number of applications has been reached.

Interviews: w/c 7th July

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. 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.

Trust is the foundation of RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

#RMG