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- Tasks: Provide out-of-hours helpdesk support, handling calls, emails, and web chats.
- Company: Join Royal Mail Property & Facilities Solutions, a leader in corporate real estate.
- Benefits: Enjoy a competitive salary, bonus potential, free parking, and gym access.
- Why this job: Be part of a supportive team making a real impact on property maintenance.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Flexible working options with excellent training and career development opportunities.
The predicted salary is between 24610 - 27400 £ per year.
Overview
Job reference number 330403
Help Desk Advisor – Out of Hours
Salary £24,610 per annum, potential 6% bonus, unsociable hours allowance, 22.5 days annual leave plus bank holidays. Full time, Permanent. Leeds Mail Centre, Leodis Way, Stourton, Leeds, LS10 1AZ.
With around 1750 properties, Royal Mail\’s property estate is one of the largest in Europe. The size is vast; from local delivery offices in every postal area of the UK, offices, vehicle garages, rail hubs, and our new state-of-the-art fully automated parcel superhubs. Royal Mail Property and Facilities Solutions is responsible for upgrading and maintaining the safety for all our buildings and provides a 24/7, 365-day support service to the business.
The role
We are looking for an experienced Help Desk Advisor (out of hours) to provide helpdesk support on the day, night, and weekend shift to include bank holidays.
As Advisor, you\’ll be handling inbound and outbound calls, emails and web chats from internal customers and assisting them with their property and facility issues.
Duties include:
- Log property-related issues (e.g. fuel spills, roof leaks, maintenance)
- Dispatch engineers to sites including Mail Centres, Delivery Offices, and Parcel Hubs
- Collaborate with engineers, planners, and support teams to deliver an outstanding service and meet service targets
- Manage queries, co-ordinate actions to ensure timely resolution, record customer and engineer interactions, enquiries, and complaints
- Ad hoc admin tasks such as raising purchase order numbers, ID badges and access requests.
Attendance pattern – Full time, to include night and day shifts, weekends, bank holidays and Christmas attendance on a rota basis. The full attendance pattern will be discussed at interview.
About you
You need to demonstrate the following skills and experience on your CV:
- Proven customer service experience with a passion for delivering a first-class service
- Previous experience handling inbound and outbound calls is advantageous.
- Strong attention to detail and accuracy in data entry and communication.
- Excellent interpersonal and communication skills.
- Ability to adapt to changing priorities and work independently.
- Experience of Microsoft Office applications.
- Capable of managing multiple tasks and prioritising effectively.
- Problem-solving ability and decision-making skills.
- Fully flexible and be able to commit to the stated shift patterns (days, nights, bank holidays and Christmas on a rota) and attend Leeds Mail Centre when required.
Location – Leeds Mail Centre is based at Stourton, which is in close proximity to the city and is located just off J44 of the M1.
We have adopted a hybrid approach to working with a mix of home working and office based at Leeds Mail Centre which is dependent on your shift. For the day shifts, you will be required to attend the Leeds office. For night, weekend and bank holidays attendance, you will have the option to work at home. Additionally, all training will be carried out on site at Leeds Mail Centre.
What we can offer
Base salary, bonus potential, unsociable hours allowance
Free on site parking
On site gym and canteen
A supportive team with excellent training and development opportunities
Closing Date
Closing Date: Sunday 21st September. Please note, this advert may close early if the appropriate number of applications has been reached.
About Us
Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 1750 sites. We pride ourselves in working to the highest standards of both technical assurance and customer service. It\’s our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week. Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving. Royal Mail Property & Facilities Solutions employs 3000 employees and is owned by Royal Mail Group Ltd.
Trust is the foundation of RM Property and Facilities Solutions. 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.
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.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
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Help Desk Advisor - Out of Hours employer: Royal Mail Group
Contact Detail:
Royal Mail Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Advisor - Out of Hours
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Royal Mail Property & Facilities Solutions. Understanding their values and what they stand for will help you connect better during the conversation.
✨Tip Number 2
Practice makes perfect! Think about common interview questions related to customer service and problem-solving. We recommend rehearsing your answers out loud to feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your flexibility! Since the role requires working unsociable hours, be ready to discuss your availability and how you can adapt to the shift patterns. This will show that you’re committed and ready to jump in.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Help Desk Advisor - Out of Hours
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since you'll be handling calls, emails, and web chats, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect this.
Be Detail-Oriented: Attention to detail is key for this role. Ensure your application is free from typos and errors, and that all information is accurate. We appreciate a polished presentation!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and helps us get to know you better!
How to prepare for a job interview at Royal Mail Group
✨Know Your Stuff
Familiarise yourself with the role of a Help Desk Advisor and the specific duties mentioned in the job description. Understand the types of property-related issues you might encounter, like maintenance requests or emergency situations, so you can speak confidently about how you'd handle them.
✨Show Off Your Customer Service Skills
Since this role is all about providing first-class service, be ready to share examples from your past experiences where you went above and beyond for a customer. Highlight your problem-solving skills and how you managed to resolve issues effectively.
✨Be Ready for Shift Talk
This position requires flexibility with shifts, including nights and weekends. Be prepared to discuss your availability and demonstrate your willingness to adapt to the required schedule. It’s a good idea to have a few examples of how you've successfully managed similar shift patterns in the past.
✨Practice Communication
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with answering questions about your experience and skills, especially regarding handling calls and emails.