Royal Mail
Customer Service Advisor - Recoveries & Overpayments
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Job reference 340121
Customer Service Advisor - Recoveries & Overpayments
Salary £25,758 plus quarterly bonus potential up to £300 per quarter
Contract Type: 12-month fixed term
Working Hours: 37.5 hours per week, Monday to Friday, with core hours typically between 8am and 4pm
Location: Royal Mail, Pond Street, Sheffield, S98 6HR – hybrid working with 4 days in the office and 1 day working remotely.
About The Role
We're looking for a Customer Service Advisor to join our Recoveries & Overpayments team within Pay Services.
As part of Royal Mail's Pay Services function, you'll play a key role in helping us manage employee overpayments and recover outstanding debt from both current and former employees. Working within a team of nine and as part of a wider Pay Services team of more than 100 colleagues, you'll ensure payroll-related processes are managed accurately, professionally and in line with business and legal requirements.
This is a varied role combining customer service, administration, problem solving and data analysis. You'll work closely with employees, managers, colleagues across Pay Services and our external debt recovery partner to secure positive outcomes while delivering an excellent customer experience.
What You'll Be Doing
- Managing the recovery of overpayments and outstanding debt from current and former employees.
- Contacting employees by telephone and written correspondence to discuss repayment arrangements and resolve queries.
- Working with our external debt recovery supplier to maximise recovery outcomes.
- Processing and maintaining payroll records accurately and efficiently.
- Handling customer queries and providing timely, professional responses.
- Identifying service improvements and supporting continuous improvement initiatives within the team.
- Contributing to team meetings, development activities and knowledge sharing.
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About You
We're looking for someone who is confident, resilient and enjoys helping resolve complex issues.
You'll ideally have:
- Experience of debt recovery or working with debt recovery suppliers.
- Strong written and verbal communication skills.
- Confidence in dealing with challenging conversations and sensitive situations.
- Excellent analytical and numerical skills.
- Good knowledge of Microsoft Excel and experience working with data.
- Strong problem-solving skills and attention to detail.
- The ability to manage multiple priorities and work to deadlines.
- A collaborative approach and willingness to support colleagues across the wider team.
Extra Benefits
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Supportive and generous company sick pay
- Benefits Account – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
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Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. 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.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
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/
Closing Date: Sunday 23rd August. Please note, this advert may close early if the appropriate number of applications has been reached.
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