£13.93 per hour
About the Role
Based in Plymouth, the Customer Service Advisor - Complaints role sits within Royal Mail's operation on a full-time, temporary contract of twelve weeks, with possible extension. Pay is £13.93 per hour, working roughly 37.5 hours weekly between 8:00am and 6:30pm, Monday to Saturday, and Saturday attendance is essential. The successful candidate will handle customer complaints by telephone, listening carefully, investigating issues and agreeing suitable resolutions while keeping records accurate. Confidence when speaking to people, strong problem-solving ability and a calm, professional manner are required, along with resilience when conversations become difficult. Start dates run from October through November.
📞 Customer Service Advisor – Complaints | Royal Mail
Pertemps are currently recruiting on behalf of Royal Mail for Customer Service Advisors to join their busy team in Plymouth!
If you're confident speaking to customers, enjoy solving problems and can remain calm and professional when dealing with complaints, this could be a great opportunity to join a well-known national organisation.
📍 Job Details
Job Title: Customer Service Advisor – Complaints
Location: Royal Mail, Plymouth, PL9 7HJ
Pay Rate: £13.93 per hour
Contract: Temporary – 12-week booking with potential for extension
Start Dates: 12th, 19th & 26th October / 2nd, 9th, 16th, 23rd & 30th November
Hours: Around 37.5 hours per week
Working Hours: Between 8:00am – 6:30pm, Monday to Saturday
Saturday Working: Essential – you will receive a random weekday off in return
📞 About the Role
As a Customer Service Advisor, you will be the first point of contact for customers, providing support by telephone and email and working to resolve queries and complaints as quickly and effectively as possible.
You'll be working in a fast-paced contact centre environment, handling consecutive calls while using multiple computer screens and internal systems to find solutions and provide an excellent customer experience.
🎓 Mandatory Training
Successful applicants will be required to complete a three-week mandatory training programme before moving onto live customer calls.
To successfully progress, you will need to demonstrate the required level of knowledge, performance and competence throughout training.
Please note:
❌ Annual leave cannot be taken during the three-week training period.
✅ Full attendance and commitment throughout training is essential.
🔑 Key Responsibilities
- Handle customer enquiries and complaints via telephone and email.
- Aim to provide a first-time resolution wherever possible.
- Take consecutive calls while maintaining a professional and friendly approach.
- Listen to customers, understand their concerns and identify appropriate solutions.
- Handle challenging conversations calmly, professionally and with resilience.
- Record customer information accurately on internal systems.
- Work within agreed handling times and quality standards.
- Provide a consistently high level of customer service.
We're looking for people who are:
- Confident and comfortable speaking to customers over the telephone.
- Able to remain calm and professional when dealing with difficult situations.
- Resilient and able to handle complaints positively.
- Organised, reliable and able to manage a busy workload.
- A quick and accurate typist with excellent attention to detail.
- Comfortable working across multiple screens and systems.
- Confident using Microsoft Outlook, spreadsheets and word-processing software.
- Able to communicate clearly and professionally.
- Flexible and adaptable to changing customer requirements.
- Self-motivated and equally comfortable working independently or as part of a team.
- Able to work under pressure while maintaining accuracy and quality.
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