Job reference 336183
Helpline Advisor
Starting salary £25,008 with 25 days annual leave, plus bank holidays, and a company pension scheme with highly competitive contribution rates.
Fixed Term, Full time
Location: Pond Street, Sheffield, S98 6HR – hybrid working with 2 days in the office (Mondays and Fridays)
Are you an experienced Telephone Customer Service Advisor or Helpline Advisor? Do you thrive on delivering exceptional customer satisfaction? If so, we’d love to hear from you!
As a Helpline Advisor you’ll be responsible for providing support and guidance to current and former Royal Mail employees through dedicated helplines. You will handle inbound telephone enquiries as well as e-mails and web forms. This position sits within our HR Advice Centre, HR Services.
About The Role
- Respond to and resolve customer enquiries promptly and professionally via phone, email, and web forms.
- Ensure all customer interactions align with our service KPIs and quality standards.
- Handle customer complaints effectively or elevate complex issues to the appropriate department as needed.
- Develop and maintain a deep understanding of Royal Mail Group services, products and processes to provide accurate, detailed support—training will be provided.
- Act as a Subject Matter Expert (SME) to manage escalated queries, support team members, develop and maintain product collateral and internal knowledge resources.
- Demonstrate behaviours that exceed customer expectations and contribute to a consistently outstanding customer experience.
- Maintain confidentiality and ensure accurate, up‑to‑date records of all customer interactions.
About You
- Experience in an inbound or outbound customer service or helpline role, preferably with telephone support.
- Strong knowledge of customer service principles and practices.
- Excellent verbal and written communication skills, with the ability to explain complex information clearly and effectively.
- A collaborative mindset with a commitment to delivering exceptional customer experiences.
- Strong numerical skills.
- Attention to detail and ability to keep accurate records.
- Competent in MS Office is essential.
- Familiarity with CRM software desirable.
Extra Benefits
- Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
- Supportive and generous company sick pay.
- Funded Dental – as a manager you are eligible for a level of employer‑funded dental insurance.
- Health Assessment – as a manager you are eligible for an employer‑funded health assessment every two years.
- Benefits account – access to a personal benefits account on the ‘My Bundle+’ platform, with over 800 retail offers to help you save on groceries, days out, holidays and household bills, as well as employer‑provided and voluntary benefits.
- Your wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life, including physical and mental health, financial and social support and advice. It’s free and it’s for everyone.
- Available only to permanent employees.
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.
Closing Date: Tuesday 2nd June 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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