Help Desk Advisor

Job reference number 335818

Salary: £24,610 per annum, potential 6% bonus, unsociable hours allowance, 22.5 days annual leave plus bank holidays.

Full time. Permanent. Leeds Mail Centre, Leodis Way, Stourton, Leeds, LS10 1AZ
.

With around 1750 properties, Royal Mail’s property estate is one of the largest in Europe. The size is vast; from local delivery offices in every postal area of the UK, offices, vehicle garages, rail hubs, and our new state‑of‑the‑art fully automated parcel super‑hubs. Royal Mail Property and Facilities Solutions is responsible for upgrading and maintaining the safety of all our buildings and provides a 24/7, 365‑day support service to the business.

We are looking for an experienced Shift/Help Desk Advisor (out of hours) to provide help‑desk support on the day, night and weekend shift, including bank holidays.

In this role, you'll handle inbound and outbound calls, e‑mails and web chats from internal customers and assist with any property and facility issues.

• Log property‑related issues (fuel spills, roof leaks, maintenance requests)
• Dispatch engineers to sites including Mail Centres, Delivery Offices and Parcel Hubs
• Collaborate with engineers, planners and support teams to deliver an outstanding service and meet service targets
• Manage queries, coordinate actions to ensure timely resolution, record customer and engineer interactions, enquiries and complaints
• Admin tasks such as raising purchase order numbers, s and access requests

Full time, including night and day shifts, weekends, bank holidays and Christmas attendance on a rota basis. The full attendance pattern will be discussed at interview.

You need to demonstrate the following skills and experience:

• Proven customer service experience with a passion for delivering a first‑class service
• Previous experience handling inbound and outbound calls
• Strong attention to detail and accuracy in data entry
• Excellent communication skills
• Experience with Microsoft Office applications
• Capable of managing multiple tasks, prioritising and problem solving
• Fully flexible and able to commit to the stated shift patterns (days, nights, bank holidays and Christmas on a rota) and attend Leeds Mail Centre when required

Leeds Mail Centre is based at Stourton, which is in close proximity to the city and is located just off J44 of the M1.

We have adopted a hybrid approach to working with a mix of home working and office based at Leeds Mail Centre which is dependent on your shift. For the day shifts, you will be required to attend the Leeds office. For night, weekend and bank holidays attendance, you will have the option to work itionally, all training will be carried out on site at Leeds Mail Centre.

• Base salary, bonus potential, unsociable hours allowance
• Free on‑site parking
• On‑site gym and canteen
• A supportive team with excellent training and development opportunities

Sunday 22nd February (This advert may close early if the appropriate number of applications has been reached).

10th – 12th March, on site at Leeds Mail Centre.

Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 2,600 sites. We pride ourselves in working to the highest standards of both technical assurance and customer service. It’s our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week.

Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving. Royal Mail Property & Facilities Solutions employs 3,000 employees and is owned by Royal Mail Group Ltd.

Trust is the foundation of RM Property and Facilities Solutions. 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.

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.

For more information on Royal Mail Group and our values please : (Use the "Apply for this Job" box below)..internati

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