Service Request Fulfilment Analyst

Date: 19-Aug-2019

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 105435

Service Request Fulfilment Analyst

Full time


Rowland Hill House


Job purpose

The Service Request Fulfilment Analyst represents Royal Mail Group in the Request Fulfilment processes, ensuring that the processes are executed effectively across RMG and that the impact on the business is minimised.


Key accountabilities

  • Ensure Knowledge articles and Self Service content is clear, accurate and current.
  • Ensure Supplier accountabilities and delivery expectations are unambiguous and that Request Fulfilment will be satisfied as specified within the agreed Service Level Agreements.
  • Establish collaborative working relationships between Suppliers to improve delivery and minimise business impact.
  • Manage escalations and mediation of conflicts between Suppliers, Customers and the Business. Co-ordinate the involvement of all parties in the resolution of Request Fulfilment issues and escalations.
  • Establish Request Fulfilment rules, standards and ensure compliance.
  • Produce supplier performance & MI reports for the Service Teams.
  • Analyse performance data to demonstrate the operational effectiveness of the Request Fulfilment processes as executed by the Suppliers.
  • Ensure process improvements are identified and implemented across all Suppliers focussing on driving the efficiency and effectiveness of the Request Fulfilment processes.


Reports to: Senior Service Controls Manager


Key dimensions

  • Ability to create virtual teams across multiple Suppliers to ensure successful delivery.
  • Delivering key components for the Request Fulfilment process.


Key Skills, Experience and Qualifications required for this specific role

  • Have strong analytical capabilities and excellent relationship management skills.
  • Have experience with Request Fulfilment processes.
  • Must be able to liaise and collaborate effectively with technical staff from the Suppliers on a day to day basis.
  • Experience of working in an ITIL compliant environment (ITIL Qualified).


About Royal Mail:


The Royal Mail Technology team is passionate about delivering high-quality products and outstanding digital experiences to our customers. Technology is instrumental in helping us achieve our objective to be recognised as the best delivery company in the UK and across Europe

With a workforce of 150,000, our core network handles c.16 billion letters and c.1 billion parcels a year, delivering to more than 29 million addresses, 6 days a week. Our technology therefore needs to operate at scale. As a data driven business, with the largest PDA estate in the country, our systems need to handle more than 60m scan events and 1.4bn data points per day.

Royal Mail is committed to building an internal development and testing capability, driving digital innovation across the business enabling our business to transform at pace. You will be working for a brand that’s a household name and a critical part of the UK’s infrastructure.


Our technology vision is to “Enable, Digitise, Realise”:

- Create environments where open conversations are the norm and where teams work alongside each other to complement skills.

- Utilise Technology to support the business. Making Technology thinking integral to the business. Increase the level of automation and implement connected systems.

- Invest in technology and keep taking all opportunities to consolidate systems. Focus on removing complexity within our systems and enable our cost base to decrease.


We are fully embracing Agile and DevOps, and using tools such as Alexa, Azure and Google Cloud, Chatbot, Microsoft .NET Core, Angular and mobile apps.  

Our priorities include:

- Our postmen/women use 80,000 Android mobile devices and we are continuing to roll out new Apps all the time to help them to deliver a first class customer service.

- International business is one of our fastest growing areas - our IT systems have to integrate with IT systems in over 200 different territories in order for customers to track their parcels around the world.

- Continuously expanding our services to our customers, utilising predictive analytics and personalised services.

- Transforming our customer’s digital journey’s through our website which is in the top 50 most visited UK websites – with 300m visits per annum, from 100m devices, resulting in 1bn page views, with 9.2m registered users, 20m unique visitors per month, and peaking at 7m visits per day during the Christmas peak.


We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2019 for a 6th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.


So if you’re interested in joining our team of passionate, motivated individuals, determined to shape the future of the parcels industry, then contact us to find out more about this opportunity and be part of our digital and agile transformation.



For more information on Royal Mail Group and our Values please click on the link (

Closing Date: 03/09/2019. Please note, this advert may close early if the appropriate number of applications has been reached.

Job Segment: Relationship Manager, Customer Service

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