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- Tasks: Provide 1st and 2nd line support for Royal Mail's bulk mail customers via phone and email.
- Company: Join the Royal Mail Technical Team, a key player in the UK's postal service.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a team that values reliability and adaptability while making a real impact.
- Qualifications: 3-4 years of service desk experience; degree preferred; strong communication skills required.
- Other info: Ideal for those who thrive in a fast-paced, customer-focused environment.
The predicted salary is between 28800 - 43200 £ per year.
Your primary role as a Helpline / Customer Care Consultant will be to work as part of Royal Mail Technical Team to provide 1 st and 2 nd line support for Royal Mail’s bulk mail customers via a dedicated helpline number and email addresses.
CACI’s Enterprise Systems Business Unit / Royal Mail Team manage the Royal Mail Technical Helpline on behalf of:
- Royal Mail Retail
- Royal Mail International
- Royal Mail Wholesale (DSA)
You will take ownership and responsibility for the delivery of services to Royal Mail’s customer base within the agreed customer SLAs. This will involve gaining a thorough understanding of the Royal Mail bulk mail products, specifications and the technical solutions that Royal Mail customers are using.
Key Responsibilities
- Answer bulk mail technical queries from Royal Mail customers over the telephone and via emails.
- Liaise with relevant Royal Mail Product Managers for assistance if answer is not known.
- Log all incoming calls and emails.
- Provide software accreditation for bulk mail customers or software suppliers.
- Provide address quality checking for bulk mail customers.
- Maintain the customer database of Royal Mail customers.
- Assist the development team testing of new tools, web apps or websites.
- Assist Royal Mail Product Managers with proofreading of new user guides or product specification documents.
- Send emails to Royal Mail customers or software suppliers.
Key Attributes & Skills
- Three to four years of Service Desk experience in a software environment.
- Ability to learn new software applications rapidly.
- Strong communication skills both written and oral with the ability to communicate effectively both with external and internal stakeholders.
- Ability to work effectively both independently and as part of a team.
- Excellent problem-solving and decision-making skills.
- Excellent attention to detail.
- General understanding of enterprise software and infrastructure technologies.
- Proficiency in Microsoft Windows, Outlook, Teams and Excel.
- Degree preferred.
- Experience of customer care and support.
- Experience of mailing and sortation software.
Core Behaviours
As a business unit we have adopted core personal behaviours:
- Reliable
- Flexible
- Adaptable
- Pro-active
- Team Player
We expect everyone to consistently demonstrate these characteristics.
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Royal Mail - Customer Care Consultant employer: CACI Ltd
Contact Detail:
CACI Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Royal Mail - Customer Care Consultant
✨Tip Number 1
Familiarize yourself with Royal Mail's bulk mail products and services. Understanding the technical aspects and specifications will help you answer customer queries more effectively and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your communication skills, both written and oral. Since you'll be interacting with customers and internal stakeholders, being able to convey information clearly and concisely is crucial.
✨Tip Number 3
Gain experience with mailing and sortation software if you haven't already. This knowledge will not only enhance your problem-solving abilities but also make you a more attractive candidate for the position.
✨Tip Number 4
Showcase your adaptability and team player attitude during any interactions. Highlighting these core behaviors will align you with the values of the business unit and demonstrate that you're a good fit for the team.
We think you need these skills to ace Royal Mail - Customer Care Consultant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Care Consultant position at Royal Mail. Familiarize yourself with their bulk mail products and the technical support they provide.
Tailor Your CV: Customize your CV to highlight relevant experience in service desk roles, customer care, and any specific software applications you've worked with. Emphasize your communication skills and problem-solving abilities, as these are crucial for the role.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention your experience in customer support and how it aligns with the key attributes and skills listed in the job description.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Attention to detail is essential for this role, so ensure your application reflects that quality.
How to prepare for a job interview at CACI Ltd
✨Understand Royal Mail's Products
Make sure to familiarize yourself with Royal Mail's bulk mail products and specifications. This knowledge will help you answer technical queries confidently during the interview.
✨Showcase Your Communication Skills
Prepare to demonstrate your strong communication skills. Practice explaining complex concepts clearly, as you'll need to communicate effectively with both customers and internal stakeholders.
✨Highlight Problem-Solving Abilities
Be ready to discuss examples of how you've solved problems in previous roles. This will showcase your decision-making skills and ability to handle customer inquiries efficiently.
✨Emphasize Teamwork and Flexibility
Since the role requires working both independently and as part of a team, share experiences that highlight your adaptability and reliability in collaborative environments.
