Job reference 342459
Pensions Helpline Advisor
Starting salary £25,758 plus £250 per quarter bonus potential, 25 days annual leave, plus bank holidays, and a company pension scheme with highly competitive contribution rates.
Permanent, Full time
Location: Royal Mail, Pond Street, Sheffield, S98 6HR – hybrid working with 1 day remote and 4 days in-office (to include Thursdays)
At Royal Mail, our people are at the heart of everything we do. We’re committed to providing clear, reliable and supportive guidance to colleagues across the business - helping them navigate key moments in their Royal Mail journey.
We’re now looking for a Helpline Advisor to join our Pensions Helpline team, dealing with enquiries relating to our Royal Mail Collective Pension Plan (RMCPP).
If you’re passionate about delivering excellent customer service, thrive in a fast‑paced environment, and want to make a real difference to the experience of our employees and former employees, we’d love to hear from you.
What you’ll be doing
As a Pensions Helpline Adviser, you will be the first point of contact for RMCPP pension‑related queries, providing accurate information and a supportive service via phone and email. Every interaction counts - and you’ll help ensure colleagues and former employees feel informed, reassured and valued.
You will:
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Respond promptly and professionally to telephone and email enquiries relating to Royal Mail Pension products
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Work within agreed KPIs and team scorecard measures to deliver a high‑quality service
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Build deep knowledge of our pension schemes, policies and processes
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Provide clear, accurate information in a way that’s easy for customers to understand
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Maintain confidential and accurate records of every interaction
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Identify areas for improvement and escalate potential process issues quickly
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Contribute to ongoing service improvement across the Advice Centre
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Represent Royal Mail with PRIDE — Professional, Reliable, Interested, Determined, Enthusiastic
What you’ll bring
We’re looking for someone who embodies excellent customer service and is excited by the opportunity to support colleagues across the business.
You’ll have:
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Experience working on a high-volume customer helpline
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Ability to respond to offline queries via email and other channels as well as telephone
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Experience dealing with difficult conversations (e.g. complaints, bereavements)
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Outstanding customer service skills
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Strong questioning and analysis abilities to understand customer needs
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Confidence communicating with employees at all levels
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Excellent verbal and written communication
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The ability to thrive in a busy helpline environment with high contact volumes
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Strong problem‑solving skills and a proactive attitude
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Good organisational skills and the ability to meet deadlines
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Comfortable using a range of systems — ideally including SAP CRM, PSP, Sirius, Filenet, SuccessFactors, and Outlook
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A positive attitude to personal development and taking on new challenges
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A collaborative approach, contributing actively to team meetings and improvement activities
Why join us?
You’ll be part of a team that supports thousands of colleagues across Royal Mail, helping them understand vital information about their future and financial wellbeing. You’ll work in a friendly, supportive environment where development is encouraged, and your contribution genuinely matters.
Extra Benefits
Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave- Supportive and generous company sick pay
- Funded Dental – As a manager you are eligible to a level of employer funded dental insurance*
- Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
- 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.
- Available only to permanent employees
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 13th August. Please note, this advert may close early if the appropriate number of applications has been reached.
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