Customer Care Consultant

General Description

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

Essential

• 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.

Desirable

• Degree preferred.
• Experience of customer care and support.
• Experience of mailing and sortation software.
• Knowledge of software development tools e.g. ColdFusion, Java, JavaScript and Excel VBA.

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.  

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.