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Customer Service Point - Swansea Delivery Office SA1 1AA

Customer Service Point - Swansea Delivery Office SA1 1AA

Posted 15 November by Royal Mail
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We are now recruiting a Customer Service Point Assistant at Swansea DO.

Job reference number 92738

Royal Mail is a company with a proud history of providing excellent service; we connect companies, customers and communities across the country. We are looking for a Customer Services Assistant to work in our Customer Service Point within our Delivery Offices, to be the first point of contact for our customers and the face of our business.  

Our customers will come from every section of our community, and their experience with you can make a difference. Being able to communicate clearly and retain a positive and professional attitude even when under pressure or dealing with difficult situations is essential.

About the Role

As a Customer Service Point Assistant you will deal directly with the public providing them with an excellent customer service experience for all products offered.

Typical duties involve acceptance and issuing of mail to and from customers including ‘stamped’, Special Delivery tracked mail and tracked returns or dealing directly with customer queries.

You will be required to manage cash, card payments and refunds and complete a full reconciliation at the end of the day. You will maintain spreadsheets and web based systems whilst monitoring and responding to customers.

Our office is open seven days a week, with opening times to allow for our customers to use our Customer Service Point at a time convenient to them. You will need to be comfortable both working in a team and working independently.

About You

We are looking for someone that takes pride in the company they work for and that will shine through by taking the same quality, care and attention with the little tasks as you do with the big ones.  To be brilliant at the role you will take ownership, strive for the best results for the customer and be open and honest when advising what can or cannot be achieved.

You will enjoy the variety in the work involved, whether this is through easy of payment for services, quick location of items or ensuring that our systems are up to date. Working as part of a diverse and dedicated team, you will be being organised and flexible to ensure that all our customers’ needs are met.

You will have responsibility for ensuring that our high security and operational standards are maintained within the Customer Service Point and you will be required to learn the range of products we currently manage and be open to change when new services are introduced.

Royal Mail is a dynamic company with more technology being introduced into the Customer Service Point. Therefore, we are looking for someone that has the ability to follow written instructions and be familiar with basic computer applications, but full training will be given.

About Us

Five centuries in business has made Royal Mail more than a household name. We connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 29 million addresses across the UK.

One of the UK’s leading companies, we’re undertaking one of the biggest industrial transformations in the UK in recent history.  Letter volumes are declining. So, we are focused on leveraging the increasing number of parcels being driven by the growth of the online shopping industry. We want to be more flexible and efficient and are employing our strong brand and a range of new products and services to achieve this.

We are an inclusive employer with equality, diversity and fairness at the heart of our values.  We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

Pay and Benefits

You will be paid weekly, increments at 6 months and 12 months are subject to satisfactory performance.

Starting Salary


Age 17         £7.77        + 6 months         +12 months

Age 18         £9.99           £10.54                 £11.10

We also offer a weekly Delivery Functional Supplement of £25.16 (pro-rata) plus overtime and shift allowance if applicable.

Hours of work:

We are looking to offer Permanent contracts

Part time, 16 hours per week, working Saturday and Sunday only.

The attendance pattern is varied and ranges from 07:00 - 15:00

Other benefits include:

  • Holiday entitlement starts at 22.5 days on entry rising with length of service (pro-rata
  • Contributory Pension Scheme
  • Excellent career development opportunities
  • Full uniform provided for contracts of longer than 3 month
  • Childcare voucher scheme where you can save tax and National Insurance by paying for your childcare by the childcare plus scheme, and an excellent maternity / paternity leave policy.
  • Cycle2work scheme
  • Many varied corporate discounts e.g. lifestyle discounts to include high street vouchers. Travel & attraction discounts for family days out. Fashion, gifts and health & wellbeing to include discount on beauty products and gym membership

What happens next?

•          After this stage, your application will be reviewed and if you are successful you will be invited to a face to face interview.

Please note, once our maximum number of applications has been reached this vacancy will close

Job Segment:
eCommerce, Customer Service, Part Time, Sales

Reference: 36628415

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