Inbound Employee Helpline Advisor -Pensions

Job reference 324674
Inbound Employee Helpline Advisor -Pensions
Starting salary £24,000 with annual and quarterly bonus scheme (subject to eligibility), company pension scheme with highly competitive contribution rates, generous annual leave offering of 25 days, plus bank holidays, increasing to 27.5 days after 10 years’ service.
Permanent, Full time.
Location: Hybrid working –Royal Mail, Pond Street, Sheffield, S98 6HR. Flexible working with Wednesday & Thursday’s each week in the office

Are you an experienced Telephone Customer Service Advisor or Helpline Advisor? Do you thrive on delivering exceptional customer satisfaction? Do you come a pensions customer service background and are looking for a new challenge with sociable working hours, we’d love to hear from you!

This is your opportunity to be part of a team where no external calls and no sales are involved—sounds great, right? Read on!

As a pensions helpline advisor, you’ll be responsible for providing support and guidance to current and former Royal Mail employees through our dedicated pension helpline. You will manage inbound telephone enquiries as well as e-mails and web forms. This position sits within our HR Advice Centre, HR Services.

About the role

Key Responsibilities:

• Respond to and resolve customer enquiries promptly and professionally via phone, email, and web forms.
• Ensure all customer interactions align with our service KPIs and quality standards.
• Handle customer complaints effectively or escalate complex issues to the appropriate department as needed.
• Develop and maintain a deep understanding of our Royal Mail Group services and products and processes to provide accurate, detailed support—training will be provided.
• Act as a Subject Matter Expert (SME) to manage escalated queries, support team members, develop and maintain product collateral and internal knowledge resources.
• Demonstrate behaviours that exceed customer expectations and contribute to a consistently outstanding customer experience.
• Maintain confidentiality and ensure accurate, up-to-date records of all customer interactions.

About You
To be successful in this role you will need to be able to demonstrate you have proven experience in a customerservice, customer support, or client-facing role.

• Experience in an inbound or outbound customer service or helpline role, preferably with telephone support or a background in pensions or a similar customer-focused sector.
• Strong knowledge of customer service principles and practices.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and effectively.
• A collaborative mindset with a commitment to delivering exceptional customer experiences.
• Attention to detail and ability to keep accurate records.
• Competent in MS Office skills is essential.
• Familiarity with CRM software desirable.

Extra Benefits

Next Steps

Closing Date: Sunday 15th June 2025. Please note, this advert may close early if the appropriate number of applications has been reached.

The next stage of the selection process will be a face to face consisting of competency based and role specific questions. We plan to hold interviews at Royal Mail, Pond Street, Sheffield, S98 6HR.

Trust is the foundation of Royal Mail 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.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.

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.

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/

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