Customer Service Advisor - Complaints

Customer Service Advisor – Complaints | Royal Mail

Pertemps are currently recruiting on behalf of Royal Mail for Customer Service Advisors to join their busy team in Plymouth!

Job Details

Job Title: Customer Service Advisor – Complaints

Location: Royal Mail, Plymouth, PL9 7HJ

Pay Rate: £13.93 per hour

Contract: Temporary – 12-week booking with potential for extension

Start Dates: 12th, 19th & 26th October / 2nd, 9th, 16th, 23rd & 30th November

Hours: Around 37.5 hours per week

Working Hours: Between 8:00am – 6:30pm, Monday to Saturday

Saturday Working: Essential – you will receive a random weekday off in return

About the Role

As a Customer Service Advisor, you will be the first point of contact for customers, providing support by telephone and email and working to resolve queries and complaints as quickly and effectively as possible.

You’ll be working in a fast-paced contact centre environment, handling consecutive calls while using multiple computer screens and internal systems to find solutions and provide an excellent customer experience.

Mandatory Training

Successful applicants will be required to complete a three-week mandatory training programme before moving onto live customer calls.

To successfully progress, you will need to demonstrate the required level of knowledge, performance and competence throughout training.

Annual leave cannot be taken during the three-week training period.

Full attendance and commitment throughout training is essential.

Key Responsibilities

• Handle customer enquiries and complaints via telephone and email.
• Aim to provide a first-time resolution wherever possible.
• Take consecutive calls while maintaining a professional and friendly approach.
• Listen to customers, understand their concerns and identify appropriate solutions.
• Handle challenging conversations calmly, professionally and with resilience.
• Record customer information accurately on internal systems.
• Work within agreed handling times and quality standards.
• Provide a consistently high level of customer service.

What We’re Looking For

• Confident and comfortable speaking to customers over the telephone.
• Able to remain calm and professional when dealing with difficult situations.
• Resilient and able to handle complaints positively.
• Organised, reliable and able to manage a busy workload.
• A quick and accurate typist with excellent attention to detail.
• Comfortable working across multiple screens and systems.
• Confident using Microsoft Outlook, spreadsheets and word-processing software.
• Able to communicate clearly and professionally.
• Flexible and adaptable to changing customer requirements.
• Self-motivated and equally comfortable working independently or as part of a team.
• Able to work under pressure while maintaining accuracy and quality.

Previous contact centre experience is desirable but not essential. We welcome candidates with strong customer service experience and transferable skills from other fast-paced environments.

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