Customer Service Advisor - Recoveries and Overpayments

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Job reference 310529
Customer Service Advisor - Recoveries and Overpayments

Salary starting from £23,080 pa but could rise to £26,000 pa dependant on experience and/or achieving relevant qualifications.5 weeks annual leave plus bank holidays. Annual & Quarterly Bonus scheme Pension scheme. Perks and Discounts & Salary Sacrifice benefits. 
Flexible working patterns 
Permanent, Full time 
Royal Mail Sheffield, Sheffield, S98 6HR

You’ll work as part of a 100+ strong Pay Team in maintaining and managing all aspects of employee records and pay information on our payroll system including pay, overtime, absences, tax, salary sacrifice, contracts, bonus schemes, recoveries, whilst complying with business policies, statutory and legal requirements. You’ll work in a team of 9 who has responsibility for the administration and recovery of employee overpayments and debt for both current employees and leavers.  You’ll work directly with other functions within the wider Pay Team, and also have direct contact with customer groups including employees, line managers and our external debt recovery supplier. We pride ourselves on delivering excellent customer service and with a wide customer base you’ll be contributing to this on a daily basis.

You’ll be part of a 5 days a week Monday – Friday operation with typical core hours of attendance being between 8am – 4pm although this can be flexible and may change in line with business requirements. You’ll initially work in our main site in Central Sheffield which is easily assessible via all transport links and then move to a hybrid home/office-based approach.

About the role

•    Recovery of employee overpayments and debt from current employees and employees who have ceased employment.
•    Actively pursue employee debt from those employees who have ceased employment with outstanding debt balance.
•    Direct contact with an often challenging customer base through both written communication and telephone to secure recovery of monies owed
•    Work with external debt recovery supplier to ensure Royal Mail secures best outcomes in terms of recovery rates
•    Process and maintain payroll data relating to all aspects of Pay for all Royal Mail Employees
•    Understand and accurately deliver Pay Services products to internal and external customer’s agreed requirements including compliance with legal requirements and business policies.
•    Respond to process specific queries received into the team to an excellent standard.
•    Ensure service issues are raised through the appropriate channels in a timely manner.
•    Raise areas for service improvement whenever identified and actively review recovery strategies. 
 

About You

•    Knowledge and experience of Debt Recovery and working with external debt recovery suppliers.
•    High Standard of written communication and excellent interpersonal skills including telephone skills.
•    Confident communication skills with ability to deal with a challenging customer base with often difficult conversations.
•    Excellent analytical & numerical skills with a track record of interpreting and manipulating data & good knowledge of Excel
•    Confident communication skills with ability to analyse, question and problem solve in order to resolve customer queries.
•    Be able to demonstrate an ability to work on multiple tasks, prioritise workload and deliver to tight deadlines plus provide evidence of improving processes and the customer experience.
•    Ability to work flexibly and as part of a team.

Extra Benefits

•    RMG Share Schemes - partnership and matching share offer
•    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

Next Steps

The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions. 

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.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

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

#LI-POST  #RMG #LIMRT #LI-Hybrid 

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