Pensions Helpline Advisor

Job reference 342459 Pensions Helpline Advisor

Starting salary £25,758 plus £250 per quarter bonus potential, 25 days annual leave, plus bank holidays, and a company pension scheme with highly competitive contribution rates. Permanent, Full time

Location:

Royal Mail, Pond Street, Sheffield, S98 6HR
- hybrid working with 1 day remote and 4 days in-office (to include Thursdays)

At Royal Mail, our people are at the heart of everything we do. We're committed to providing clear, reliable and supportive guidance to colleagues across the business - helping them navigate key moments in their Royal Mail journey.

We're now looking for a Helpline Advisor to join our Pensions Helpline team, dealing with enquiries relating to our Royal Mail Collective Pension Plan (RMCPP).

If you're passionate about delivering excellent customer service, thrive in a fast paced environment, and want to make a real difference to the experience of our employees and former employees, we'd love to hear from you.

As a Pensions Helpline Adviser, you will be the first point of contact for RMCPP pension related queries, providing accurate information and a supportive service via phone and email. Every interaction counts - and you'll help ensure colleagues and former employees feel informed, reassured and valued.

You will:

• Respond promptly and professionally to telephone and email enquiries relating to Royal Mail Pension products
• Work within agreed KPIs and team scorecard measures to deliver a high quality service
• Build deep knowledge of our pension schemes, policies and processes
• Provide clear, accurate information in a way that's easy for customers to understand
• Maintain confidential and accurate records of every interaction
• Identify areas for improvement and
  ** escalate
  * * potential process issues quickly
• Contribute to ongoing service improvement across the Advice Centre
• Represent Royal Mail with PRIDE - Professional, Reliable, Interested, Determined, Enthusiastic

We're looking for someone who embodies excellent customer service and is excited by the opportunity to support colleagues across the business.

You'll have:

• Experience working on a high-volume customer helpline
• Ability to respond to offline queries via email and other channels as well as telephone
• Experience dealing with difficult conversations (e.g. complaints, bereavements)
• Outstanding customer service skills
• Strong questioning and analysis abilities to understand customer needs
• Confidence communicating with employees at all levels
• Excellent verbal and written communication
• The ability to thrive in a busy helpline environment with high contact volumes
• Strong problem solving skills and a proactive attitude
• Good organisational skills and the ability to meet deadlines
• Comfortable using a range of systems - ideally including SAP CRM, PSP, Sirius, Filenet, Success Factors, and Outlook
• A positive attitude to personal development and taking on new challenges
• A collaborative approach, contributing actively to team meetings and improvement activities

You’ll be part of a team that supports thousands of colleagues across Royal Mail, helping them understand vital information about their future and financial wellbeing. You’ll work in a friendly, supportive environment where development is encouraged, and your contribution genuinely matters.

Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave

Supportive and generous company sick pay

Funded Dental - As a manager you are eligible to a level of employer funded dental insurance*

Health Assessment - As a manager you are eligible to an employer funded health assessment every 2 years*

Benefits Account - You will have access to your personal…