Customer Service and Administration
Our combined team of over 1000 dedicated Customer Service professionals manage thousands of customer interactions through various channels every day. Be part of a team that truly makes a difference. We support customers, resolve queries, and keep everyone connected. Whether its ensuring essential medical supplies are delivered, keeping communities connected, or making sure Christmas arrives on time, we strive to make every customer interaction a positive one. Over 40% of our team has been with us for over 20 years, showing our commitment to excellence and a supportive work environment. Join us and help deliver more, one conversation at a time.
Typical roles
Meet our people
Meet our people
“I joined Royal Mail 26 yearss ago as the opportunity to work in a large national company whilst still be able to be based close to home in the North East was very attractive. It was also as Customer Services as a function was being established and it was exciting to be part of that and to work on a variety of customer contracts.
I have stayed working for Royal Mail as I have been able to develop my skills and my career through a variety of different roles, opportunities and challenges. I have been able to learn about the many aspects of running a team and unit and have seen my responsibilities and accountabilities expand over time. I’ve appreciated the support and development provided by Royal Mail to enable my career to develop as it has. “
Meet our people
"I’ve been with Royal Mail for 25 years now, and what a great journey it’s been…I started as an advisor on the Postcodes team and worked across lots of different departments, learning the ropes as I went.
But before long, I realised this wasn’t just a job—it was something I really enjoyed, and I could see myself building a career here. Over the years, I’ve worked hard to progress and now proudly lead two very different teams at the Doxford Contact Centre.
Recently, I completed my Corndel Level 7 leadership qualification, which has given me even more drive to keep developing and exploring new opportunities within Royal Mail. I’m so excited for what’s still to come!"
Meet our people
"I joined the business as a customer service advisor at the young age of 18, working on a number of campaigns within Doxford. I worked through my NVQ customer service level 2 and 3 which supported my progression. The business invested in me further with the ‘Train the Trainer’ course and I became a site trainer before successfully applying for a team leader role at the age of 24.
I’ve had many Team Leader roles in Doxford and supported out in the wider network as far afield as Peterborough. When starting my family, I was able to return to work part time to balance being a mother of twins and still able to keep my career path on track.
When the twins were a little older, I was able to progress to Customer Service Manager and has recently completed the Corndell level 7 senior leadership apprenticeship. I’m currently developing her skills further as part of succession planning for the Head of Doxford Contact Centre role."
Meet our people
Your Benefits
Your Wellbeing, Our Priority
Our wellbeing programme offers free 24/7 support for physical, mental, financial, and social health, including a confidential helpline, advice portal, and Help@Hand with online GP appointments and more. Click here to find out more.
Annual leave rising with length of service
You’ll enjoy 22.5 days of annual leave to relax and recharge, increasing the longer you’re with us.
Supportive and generous company sick pay
Our company sick pay scheme offers reassurance and support during periods of ill health, helping you focus on getting better when you need it most.*
*Subject to a qualifying period.
Grow a career that works for you
Opportunity and support to grow your career through a wide range of learning and development resources, including the Royal Mail Academy, helping you build new skills and explore new opportunities.
Save for your future
You’ll join our market leading contributory pension scheme*, designed to help you build long term financial security. Ask our chatbot, Penny, for more information on how the pension scheme works.
*Subject to a qualifying period.
Paid leave for parents
We offer paid paternity leave, enhanced maternity pay*, shared parental leave and adoption leave, supporting you as you welcome your new arrival.
*Subject to a qualifying period.
Additional benefits through My Bundle+
Access your personal My Bundle+ account with 800+ retail and lifestyle offers, including savings on groceries, days out, holidays and household bills. You can also choose from direct purchase options like a Healthcare Cashplan, Dental Cover, Travel and Life Insurance, Hospital & Death Benefit Plans and Critical Illness cover, with some employer funded benefits available depending on your role and contract.
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Application process
Join our Talent Community
Join our Talent Community and get personalised job opportunities and insights from our Talent Acquisition team.
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Frontline roles
Who ensures every letter and parcel is delivered safely to its destination? Our frontline operations teams form an essential network transporting and delivering mail, and maintaining thousands of vehicles, machines, properties and facilities across our network. Find out where you could make a difference.
What matters to us
Learn more about what matters to us. We're committed to creating an inclusive space where everyone can thrive personally and professionally, and using our platform to support our communities and the planet.
Head Office roles
We're looking for top talent across all areas of our business to drive our growth and transformation. Find out more about exciting opportunities in human resources, finance, sales and marketing, technology and more.