Customer Service Advisor - Recoveries and Overpayments
Job reference: 310529
Salary: starting from £24,000 pa but could rise depending on experience and/or achieving relevant qualifications. 5 weeks annual leave plus bank holidays. Annual & Quarterly Bonus scheme. Pension scheme. Perks and Discounts & Salary Sacrifice benefits.
Location: Royal Mail Sheffield, Sheffield, S98 6HR
You’ll work as part of a 100+ strong Pay Team in maintaining and managing all aspects of employee records and pay information on our payroll system including pay, overtime, absences, tax, salary sacrifice, contracts, bonus schemes, recoveries, whilst complying with business policies, statutory and legal requirements. You’ll work in a team of 9 who has responsibility for the administration and recovery of employee overpayments and debt for both current employees and leavers. You’ll work directly with other functions within the wider Pay Team, and also have direct contact with customer groups including employees, line managers and our external debt recovery supplier. We pride ourselves on delivering excellent customer service and with a wide customer base you’ll be contributing to this on a daily basis.
You’ll be part of a 5 days a week Monday – Friday operation with typical core hours of attendance being between 8am – 4pm although this can be flexible and may change in line with business requirements. You’ll initially work in our main site in Central Sheffield which is easily accessible via all transport links and then move to a hybrid home/office-based approach.
About the role:
1. Recovery of employee overpayments and debt from current employees and employees who have ceased employment.
2. Actively pursue employee debt from those employees who have ceased employment with outstanding debt balance.
3. Direct contact with an often challenging customer base through both written communication and telephone to secure recovery of monies owed.
4. Work with external debt recovery supplier to ensure Royal Mail secures best outcomes in terms of recovery rates.
5. Process and maintain payroll data relating to all aspects of Pay for all Royal Mail Employees.
6. Understand and accurately deliver Pay Services products to internal and external customers' agreed requirements including compliance with legal requirements and business policies.
7. Respond to process specific queries received into the team to an excellent standard.
8. Ensure service issues are raised through the appropriate channels in a timely manner.
9. Raise areas for service improvement whenever identified and actively review recovery strategies.
About You:
1. Knowledge and experience of Debt Recovery and working with external debt recovery suppliers.
2. High Standard of written communication and excellent interpersonal skills including telephone skills.
3. Confident communication skills with ability to deal with a challenging customer base with often difficult conversations.
4. Excellent analytical & numerical skills with a track record of interpreting and manipulating data & good knowledge of Excel.
5. Confident communication skills with ability to analyse, question and problem solve in order to resolve customer queries.
6. Ability to work on multiple tasks, prioritise workload and deliver to tight deadlines plus provide evidence of improving processes and the customer experience.
7. Ability to work flexibly and as part of a team.
Next Steps:
The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions.
We don’t expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we’d love to learn more about you.
Closing Date: Please note, this advert may close early if the appropriate number of applications has been reached.
#J-18808-Ljbffr