Customer Care Consultant

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.,

• 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.
  
  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 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. We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Successful candidates must have the right to work in the UK.

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $ and employing approx. 22,000 people worldwide. CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference. We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software. CACI's Information & Management Solutions division provides a range of software, Consultancy and managed services to clients. With experience and understanding of systems integration, analytics and secure cloud and managed services, we help clients improve operational processes, gain greater insight into their business and reduce costs. From data integration, web reporting and activity-based costing to mobile working, telecom operational support systems and online transactional solutions, we help our clients to understand their business, manage performance and deliver value for money services to their customers.