Support Advisor Tier 2

Summary

Salary: Starting from £21,768.83
Grade: PO
Contract Type: Permanent
Location: Chesterfield/Hybrid
Reporting to: Team Manager
Division: Service and Support

The Purpose of the Role

By showing a passion for resolution and showing Postmasters empathy by truly listening to them and putting yourself in their shoes, you’ll effectively deliver consistently high levels of Postmaster satisfaction via all contact channels.

Your role will be investigating balancing queries and transaction correction disputes raised by Postmasters and branches. You will be an expert in Post Office branch operations, particularly branch accounting processes, and be able to use multiple data sources to support Postmasters and branches to find the causes of branch discrepancies. You will be dealing with multiple cases at any one time, focusing on fast and effective first-time resolution of the balancing query or dispute.

The role does lend opportunity for you to build meaningful relationships and create positive change for Postmasters and the wider Post Office business. You’ll be empowered to make decisions in the best interests of the Postmaster and our business.Please complete this section.

Principal Accountabilities

• Provide quality service to Postmasters, focusing on finding ways to support them with their issues and queries
• Offer assistance to Postmasters in a multi-channel environment through telephone, web chat, and email
• Take ownership of Postmaster issues, enquiries and complaints and manage them through to resolution, ensuring Postmasters are kept up-to-date at all times
• Ensure that all case details are captured fully and accurately using case management applications
• Communicate outcomes to Postmasters simply, but effectively, ensuring that Postmasters are satisfied with the outcomes you give
• Escalate any issues that you are unable to resolve, whilst making sure that the Postmaster is kept up-to-date as the case is escalated
• Achieve agreed targets, particularly your quality and productivity targets
• Find and share opportunities to improve the service offered to Postmasters and in Post Office processes
• Keep yourself up-to-date with changes within Post Office so that you can continue to offer great service to Postmasters

Qualifications, Experience & Skills

Experience required

• You will have experience of working in a service environment
• You will have experience of working to service levels and quality targets
• You will demonstrate good all-round IT skills, be able to use the Microsoft Office and be familiar with case management applications
• You will have excellent verbal and written communication skills
• You will be used to acting as a brand ambassador

Skills required

• Empathetic – You'll be able to put yourself in your Postmasters’ shoes and understand their individual circumstances
• Committed – You will want to do the best job you can possibly do to making Postmasters lives better
• Curious – You're always looking to find different ways of doing things
• Attentive – You enjoy listening to Postmasters and what matters most to them
• Connected – You want to develop strong, trust-based relationships
• Courageous – You are willing to put your neck on the line to drive change

About Post Office

The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together.

We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.

Our Ways of Working underpin everything we do, they are the “How” of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.

By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!

The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.