Import Customer Administrator - Farringdon / Hybrid

An exciting opportunity has arisen to join Royal Mail as an Import Customer Administrator. This role focuses on providing service and support to our overseas-based medium and large import customers. It demands a high standard of customer experience for all types of inquiries.,

• Drive overall import customer satisfaction by providing an excellent customer experience


• Act as a single point of contact for day-to-day import service queries


• Create strong relationships with our import customers to gain greater commercial value


• High responsiveness and clear accountability with ownership of issues through to resolution


• Be proactive and preemptive with import customers, demonstrating that we are focused on our customers and willing to fight for their business


• Work with import customers to understand their business and their needs


• Supporting key events where expert service support adds value


• Identify cross border parcel business trends that will lead to quicker resolution and root cause fix
  
  Knowledge of cross border parcel business and full understanding of international mail and parcel end to end customer journey


• Strong interpersonal skills and excellent communication skills, both written and telephone.


• To work as part of a highly motivated team, dealing with enquires/complaints from Royal Mail business customers in order to resolve enquiries first time


• Ability to build relationships with the Customers and Royal Mail colleagues


• Ability to work to tight deadlines and solve problems/make decisions


• Good planning, analytical & organisational skills. The ability to organise and prioritise and the willingness to learn new skills


• Computer literate and good keyboard skills
  
  Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave


• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.


• Supportive and generous company sick pay


• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.


• Available only to perm employees


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. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.

We don't expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we'd love to learn more about you.

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.