Banking / Travel Customer Service Consultant

At Post Office, we aspire to be at the very heart of customers’ choice by becoming the most trusted provider of essential services to every person in the land. We are the UK’s largest retail network and the largest financial services chain in the UK with more branches than all of the UK’s banks and building societies put together.

Post Office Customer Service Consultants are responsible for serving customers in a variety of ways, including selling postage, travel products such as currency and passport checking service, providing banking services, DVLA services and more.

The Banking Hub will be run by the Post Office and shared with major high‑street banks. It will offer a dedicated counter for cash services, allowing customers to do everyday banking and bill payment services. Customers are also able to ask their local community banker for in‑person help with more complicated transactions such as mortgages, loans, pensions and more on a dedicated day of the week.

Working in one of our Post Office branches and Banking Hub, the purpose of our Customer Service Consultants is to ‘wow’ our customers by offering a consistent level of excellent customer service, and by introducing them to our fantastic range of services and financial products that meet their needs. Therefore, it is important for Customer Service Consultants to have a wide range of knowledge about these products and procedures. This includes learning about all of the Government documents provided by the Post Office and keeping up with changes in rules and regulations. Most of the training for this position is on‑the‑job, but there may also be some classroom work related to training.

To be a successful Customer Service Consultant, you must be well‑organised, pay attention to detail, be able to count and handle cash, work fast in a busy environment, and be friendly and outgoing. A good Customer Service Consultant works well with customers, handles transactions efficiently, and is knowledgeable about their field.

Qualities You Will Need

• Excellent conversational selling skills, finding out what customers need and matching products
• Polite and friendly, experienced in building a rapport with customers
• An ability to talk to people at all levels
• Excellent inter‑personal skills with the ability to communicate easily and effectively with customers, actively listening to them and responding appropriately to their needs
• The ability to take responsibility and make decisions
• Ability to work on your own and within a team
• Contribute to the team and have a commitment to achieve targets on a daily basis
• Flexible and able to adapt positively to change, comfortable dealing with new products and having an aptitude for learning
• Motivated, positive and enthusiastic
• Competent written skills, with a good eye for detail, able to check, gather and record information in a legible way
• Good numeracy skills, able to deal accurately with money
• Previous selling experience or knowledge of financial and travel services would be an advantage but not essential

Key Responsibilities

• Selling our range of products and services
• Seeking sales opportunities, advising, selling and communicating with customers. Sales conversations, finding out what the customer needs.
• Working within a team to ensure delivery of sales targets
• Coping with a high volume of work whilst treating all customers in a professional manner, and continuing to complete sales
• Responsible for transactions carried out and balancing stock and cash

The Successful Applicant Will

Need to be available to work Saturdays and be flexible to meet the arrival patterns of customers. Duties can vary due to operational needs.

Next Steps

All shortlisted applicants will be required to attend a face‑to‑face interview. If you are the successful candidate, your training will commence in branch with external training sessions as and when required.