Help Desk Advisor

We are looking for an experienced Help Desk Advisor on a full-time basis to provide support to the Royal Mail facilities management help line based at Leeds Mail Centre., As Advisor, you'll be handling inbound and outbound calls, emails and web chats from internal customers and assist with their property and facility issues. You'll log calls, clarify the requirements, and dispatch the appropriate engineers to the 1850 Royal Mail sites (Mail Centres, Delivery Offices, Parcel Hubs and office buildings). Typical calls include dealing with fault reporting (for example fuel spills, roof leaks) and building maintenance requests.

You'll work closely with the customers whilst communicating with engineers, operational support and the planning teams, to deliver an outstanding customer service and proactively identify jobs at risk of not meeting the agreed targets. You'll liaise with internal departments, co-ordinate actions to ensure timely and professional resolution and record requests, enquiries and complaints using the appropriate systems.

Additionally, in this varied role and alongside your Advisor role, you'll carry out ad-hoc administration tasks such as raising purchase order numbers, requesting access to buildings and creating ID badges.

This is a fantastic opportunity to join our Property, Facility and Services team based within a diverse call centre that operates 24/7, 365 days a year and to develop your career in one of the largest organisations within the UK.

Shift Pattern

5 x 8-hour shift (30 mins lunch, 2x 15 mins breaks) between the hours of 06:00 - 19:00 Mondays - Saturdays - (Saturdays are on a rolling rota)

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, prioritisation and problem-solving skills.


• Experience of working with Microsoft Office packages, with excellent keyboard skills and a high level of accuracy.
  
  Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 2,600 sites. 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 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.

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.

Salary £23,400 per annum with 6% bonus potential
Free on site parking, on site gym and canteen
A supportive team with excellent training and development opportunities