Job reference 336183 Helpline AdvisorStarting 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!
At Royal Mail, our people are at the heart of everything we do. We’re committed to providing clear, reliable and supportive guidance to colleagues across the business – helping them navigate key moments in their Royal Mail journey.
We are looking for a Helpline Advisor to join us on a 12‑month fixed‑term contract to support us through a busy transition period.
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 our Royal Mail Group services and 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
To be successful in this role you will need to be able to demonstrate you have proven experience in a customer service, customer support, or client‑facing role. We’re looking for:
- 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 to a level of employer funded dental insurance*
- Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
- Benefits Account – You will have access to your personal benefits account on our My Bundle+ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
- 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 permanent employees
Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
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.
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.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
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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