Customer Service Advisor

Date: 13-May-2022

Location: Sheffield, GB, S98 6HR

Company: Royal Mail Group

Job reference number 247083

Customer Service Advisor

Salary from £20,927

Royal Mail Defined Pension Scheme

25 days Annual Leave + Bank Holidays 

Full time


Royal Mail Sheffield, Sheffield, S98 6HR



Royal Mail have an exciting opportunity for a Customer Service Advisor in Learning Services to deliver a customer-focused  efficient, cost-effective, and accurate DCPC provision to Advanced Driver Coaches and Parcelforce as part of a busy team.


You will support the Learning Services Support team to deliver a centralised Training Scheduling and Enrolment service to meet agreed Key Performance Indicators in a manner consistent with Royal Mail values.


This is a Hybrid Working role which involves 3 days a week in the Sheffield Pond Street Office.


About the role



You will deliver the DCPC service to SLA with high levels of accuracy and strictly adhering to all JAUPT and DVSA regulations.


Schedule training interventions required to meet customer demand plans and ensure that all delegates and line managers receive timely and accurate notifications.


You will match trainers to customer demand plans, ensuring the optimal and cost-effective alignment of skill to meet customer needs.


Build and maintain effective and mutually beneficial working relationships with field-based trainers, team leaders and stakeholders across both Learning & Development and the wider Royal Mail Group.


Effectively utilise our internal system, Success Factors, ensuring that all course and delegate information is up to date and accurate.


You will ensure that all delegates and, where appropriate, line managers receive timely and accurate course enrolment notification in accordance with agreed service standards.


Issue, receive and maintain trainer and delegate equipment, and issue letters from Pond St.


You will prioritise own workloads and support colleagues in the delivery of HR Services Learning Services products.


Identify and execute process improvements in accordance with the HR Services approach to Service Improvement Review standards.


You will own personal development ensuring the continued capability to deliver current and future service requirements.


About You



To be successful in the job you will have the following skills and attributes;


•    Experienced in delivering exceptional customer service, with a track record of building and maintaining effective working relationships
•    Rigourous attention to detail
•    Strong organisational skills, with the ability to handle numerous tasks concurrently; while delivering to strict SLAs
•    PC Skills, including MS Word and MS Excel to a competent level
•    Highly developed interpersonal skills, with the ability to communicate professionally at all levels
•    Ability to work on own and as part of a team, assisting and supporting colleagues to ensure team deliverables are met
•    Demonstrable willingness / track record of owning personal development


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.




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


Closing Date:27th May 2022. Please note, this advert may close early if the appropriate number of applications has been reached.


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