Royal Mail - 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.