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Customer Service and Administration

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When your customer base includes every UK home address and more than 250,000 business, you need an exceptional customer service and administration team to manage their queries. Our dedicated UK-based Customer Experience team operate across multiple vibrant sites in Dearne, Doxford, Plymouth, Stoke, Bangor, and Glasgow. They focus on both business and consumer customers, handling everything from everyday queries to important complaints. Our Parcelforce Customer Experience team are based in Wakefield, Dearne, Milton Keynes, Coventry, and Birmingham.

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.

A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Our customer service and administration team in numbers

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3.28 million

the number of calls our team managed in 12 months last year.

40%

of our customer service team have stayed with us for 20 years+ and grown their careers.
A sense of mutual respect and mindfulness permeates our culture-in fact, it's the key to our success.

Typical roles

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As an Advanced Customer Service Advisor, you'll provide exceptional service and support to Royal Mail customers. You'll manage queries end-to-end, ensuring essential medical supplies are delivered, communities stay connected, and Christmas arrives on time. With excellent communication and customer service skills, you'll work in a motivated team, striving for first-time query resolution. You’ll build effective relationships, solve problems, and manage workloads efficiently. You’ll develop knowledge of Royal Mail products and services which, along with strong planning and time management, will allow you to excel in this role.
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A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Meet our people

Briony has been at Royal Mail for over three years and she’s surrounded by colleagues who’ve been here much longer. For her, it’s easy to see why. She joined as a Letters Administrator but saw an opportunity to apply for a more senior job as a Reporting Analyst. She believes Royal Mail care and that’s why people stay. Watch her film and find out what other opportunities she’s experienced during her career here.
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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. “

Susan Sangha, Customer Experience Director
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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!"

Terri Morgan, Team Leader
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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."
Leanne Thompson, Customer Service Manager
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Meet our people

These are our six core values, and they guide and shape teh way we do business.

A sense of mutual respect and mindfulness permeates our culture-in fact, it's the key to our success.

What's in it for you?


We offer a variety of perks and benefits designed to suit your lifestyle, and support your mental, physical, financial and social wellbeing. Our standard core benefits are below, but role-specific benefits and variations may apply. You'll find these listed on the job description. 
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Exclusive retail discounts

Save big on groceries, entertainment, fun days out for you and the family, travel and so much more. Enjoy the perks and make every penny count.
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Start with 22.5 days holiday each year and watch it grow

The longer you're with us, the more days you'll get to relax and recharge. 
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Grow a career that works for you

You’ll have excellent options to develop your career with Royal Mail, we’ll share your aspirations and help you go further.
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Save for your future

You'll be enrolled onto our standard Nest pension when you join and after 12 months you'll move onto our market-leading contributory pension scheme. Every little bit adds up, helping you save for the days ahead. Ask our chatbot for more information on how the pension scheme works.
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Paid leave for Parents

Looking after you so you can look after your new arrival. We offer paid paternity leave, enhanced maternity pay*, shared parental and adoption leave.

*subject to a qualifying period.
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Your wellbeing, our priority

Our comprehensive wellbeing programme includes access to a confidential helpline, a wellbeing portal for hints and tips across a range of subjects, access to 24/7 online GP appointments, and access to gyms in our larger sites.
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Connect to our hiring managers

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Apply online

Submit your application through our website.

Screening (if applicable)

Intial phone call or video call with a Recruiter.

Interview

Meet with the Hiring Manager.

Offer and checks

Receive offer and complete background checks.

Onboarding

Begin preparing for your new role.

A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Application process

Your journey to joining our team; from application to onboarding, here's what you can expect.

Apply online

Submit your application through our website.

Screening (if applicable)

Intial phone call or video call with a Recruiter.

Interview

Meet with the Hiring Manager.

Offer and checks

Receive offer and complete background checks.

Onboarding

Begin preparing for your new role.

A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Join our Talent Community

Interested in Royal Mail but don't see the right vacancy for you today?

Join our Talent Community and get personalised job opportunities and insights from our Talent Acquisition team. 

I'm interested
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.
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We believe that we’re at our best when you’re at yours.

That’s why building a strong culture is important to us - once you join the flock, we have many ways for you to get involved and bring your “whole self” to your role.
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Discover more

Explore the stories behind our creative work place

Temporary roles

We get extremely busy at certain times of year and are always looking for flexible workers to help us ensure everybody’s mail arrives on time. Find out more about temporary and seasonal jobs available near you.

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.

A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.