Advanced Customer Services Advisor - Doxford (Sunderland)

Date: 08-Oct-2021

Location: Doxford, GB, SR3 3XW

Company: Royal Mail Group

Job reference number 225783

Advanced Customer Services Advisor - Doxford (Sunderland)

Salary: Starting £20,196 per annum pro rata, with potential to rise-up to £27,379 based on individual performance
Annual leave: Starting at 25 days per annum, pro rata plus bank holidays
Hours: Full time, 33 hours per week, over Monday to Sunday
Contract: Permanent
Location: Doxford Contact Centre, Sunderland, SR3 3XW (with a potential for remote working in the future)




Royal Mail put people at the heart of our business. We’re the third largest employer in the UK and deliver to every address meaning we have the widest reach into UK homes. We care about every person, customer or colleague, near or far; no matter where they come from, or where they live and want to provide the best service possible. We own trust at the doorstep by being brilliant for our customers.


This is an exciting time to join Royal Mail as we expand our customer service provision to 7 days a week. Our Advanced Customer Services Advisors based at Doxford Contact Centre, are the heart of our customer experience and will provide a professional and efficient customer focused service.


We are offering an excellent opportunity to enhance your career and further develop expertise within the customer services sector. In return, we offer a potential flexible/remote working option, a competitive salary, with bonus potential, a generous annual leave allowance, access to a range of benefits and a comprehensive training package.


About the role:
From dropped rubber bands, missed deliveries, complaints, delivery whereabouts and everything in between, you’ll be the first point of contact for customer queries, providing a first-class service, driving overall customer satisfaction by delivering an excellent customer experience.


Key accountabilities:
• Provide an excellent quality service to our customers
• To handle all customer interactions with care – delivering an exemplary service always
• Drive overall customer satisfaction by providing an excellent customer experience
• High responsiveness/clear ownership of issues managed through to resolution
• Be proactive and pre-emptive with customers, demonstrating our customer focus commitment
• To work as part of a highly motivated customer service team, dealing with calls from our customers and taking actions to answer queries quickly and efficiently, resolve problems and deal with complaints professionally
• Effectively deal with telephone, email, white-mail, complaints and general queries (as relevant to each campaign)
• To communicate professionally with internal/external contacts – adapting responses to appropriate styles
• Input data quickly and accurately whilst navigating our multi-systems


Working in a fast paced, modern call centre, you’ll successfully manage multiple customer enquiries via telephone, email, livechat, white mail and investigate complaints whilst always striving to offer a first-time resolution.


You’ll love talking to customers and have a talent for building relationships over the phone. Experience working in a call centre environment handling complaints is desirable. You’ll be confident using various IT packages and have an eye for detail as you’ll be inputting information on numerous systems simultaneously.


Shift patterns:
In this customer focused role and in order to be there when our customers need us, we provide support to customers 7 days a week. All our shifts are customer demand driven.


We need you to be extremely flexible and be available to work 33 hours per week between our current service provision hours times – although these may be subject to future change:

Monday to Friday, 7am to 8pm
Saturday, 8am to 6pm
Sunday, 9am to 4pm


Shift times are typically confirmed 4 weeks in advance, so you can still plan ahead!


In this challenging, yet rewarding role, we can offer the following benefits:

• Full time hours of 33 hour per week
• Starting £20,196 per annum pro rata, with potential to rise up to £27,379 based on individual performance
• Target related bonus potential (based on personal & company performance)
• Generous A/L entitlement starting at 25 days on entry rising to 30 days with the option to purchase additional weeks
• Contributory Pension Scheme
• Remote/flexible working option in the future (subject to performance)
• Modern call centre environment
• Excellent career development opportunities
• A structured and comprehensive training package with a mixture of classroom and on the job training plus ongoing support from your Team Leader
• Excellent maternity / paternity leave policy
• * Cycle2work scheme and corporate discounts e.g. lifestyle discounts to include high street vouchers, travel & attraction discounts for family days out, fashion, gifts and health & wellbeing to include discount on beauty products and gym membership *restrictions may apply


About you:
This role provides service and support to all our Royal Mail customers and requires a high standard of customer experience to successfully manage various types/levels of enquiries – providing end to end management of customer queries, complaints and the end to end business model.


You’ll be an experienced and professional complaints customer services handler, ideally from a fast-paced call centre environment, capable of using multi screens, systems and telephony systems. Resilient, empathetic and patient, you’ll have experience of dealing with customer queries and complaints whilst maintaining a professional manner.


You’ll be an enthusiastic self-starter, providing customers, colleagues alike with a friendly, engaging, and professional service. A brilliant team player and confident communicator, you always give 100%.


Essential skills, commitment and experience:
• Strong IT skills, with an excellent understanding of MS Office (Word, Excel) plus using multiple screens/systems, customer channels and telephony systems – computer proficiency/literacy is essential
• Excellent communication skills, both written and verbal
• Ability to build effective relationships with the customers and Royal Mail colleagues/teams
• Experience of working in a fast paced, high volume customer service complaints environment
• Excellent customer service skills. Previous experience in working with customers and complaints is essential
• Planning, flexibility and availability to work during our operating hours
• Ability to work to tight deadlines and solve problems/make decisions
• A self-motivator – consistently focused on consistently delivery exceptional performance
• An expert in time management with the ability to effectively manage multiple tasks and changing priorities.
• Professionalism, empathy and resilience skills are essential
• Experience of working in a call centre environment is desirable, but not essential as full training will be offered


About Us

At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.


We are an inclusive employer with equality, diversity and fairness at the heart of our values. We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.


To find out what it’s like to be an integral part of the Royal Mail Family please click on the below link to here from our team:


Next steps
Please monitor your emails closely as we will be in contact via automated email to inform you of the outcome of your CV review and advise you of next steps.



For more information on Royal Mail Group and our values please click here:


Closing Date: Thursday, 28th October. Please note, this advert may close early if the appropriate number of applications has been reached.

Provisional interview dates: From 15th November



Job Segment: Bank, Banking, Call Center, Finance, Customer Service