Customer Solutions Analyst

  • Job Reference: 25241994-2
  • Date Posted: 12 January 2017
  • Recruiter: Royal Mail
  • Location: Milton Keynes, Buckinghamshire
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent

Job Description

Job reference number 58821

Customer Solutions Analyst

Full time



Not many companies can say they've been around for 500 years and were founded by Henry VIII, but we can. Royal Mail is the UK's designated Universal Postal Service Provider, supporting customers, businesses and communities around the country. We are the only postal company to provide a one-price-goes-anywhere, six days a week service to more than 29 million addresses across the UK.

It is an exciting time to join Royal Mail. We ' re a FTSE 100 company, generating revenue of more than £9,000m in 2015-16. On top of this, we have recently undertaken an extensive review and transformation of the Technology function, one of the largest IT transformation programmes across the UK. With this transformation now complete, there is significant potential for growth and success.

Digital is now at the heart of our business and drives our vision of enabling smarter working - from Front Line colleagues through to Head Office. At the same time we strive to deliver innovative products and services through a world class customer experience.

Job Purpose

To respond to the technical needs of our customers, ensuring that they have efficient and effective connections and solutions using or accessing RMG/PFW IT systems to support their business requirements.

Key Accountabilities

Work within the identification and implementation of customer solutions technical integration projects with customers on behalf of RMG/PFW Provide effective consultancy for internal and external customers in order to agree a suitable technical solution Report & manage customer technical solutions - including all communications with external & internal stakeholders Maintain effective documentation to allow ongoing technical support to be provided by the customer solutions team Support existing customers and review options for technical enhancements / changes / alternatives solution offerings Ensure effective liaison and relationship management with the sales teams - allowing identification of customer opportunities that would benefit from IT engagement and ongoing consultancy to maximise customer processes/IT solutions Ensure effective liaison and relationship management with the international partners - allowing identification of opportunities that would benefit from IT engagement and ongoing consultancy to maximise partner processes/IT solutions Work effectively within a team of Customer Solutions analysts and consultants to ensure customer satisfaction by delivering systems on time to meet business deadline and providing professional support as required Input to key IT customer solutions initiatives as required for new and innovative solutions Support and maintain systems that underpin a number of tactical IT solutions

Key Dimensions

Actively contribute to allow customer solutions innovation through technology as a key factor Ability to work in high-pressure role with committed deadlines, reacting quickly to deliver robust short term solutions in a condensed timescale Ability to work with multiple customer solutions at the same time Ability to focus and take ownership to ensure delivery of key IT solutions in the customer solutions area

Key Competencies

Proven track record in working with internal and external customers to deliver excellent service Knowledge of the domestic and international mail, parcels and express marketplace Management experience within the customer services, operational, sales & commercial aspect of parcels and express marketplace Experience of SQL/SQL Server and its associated functionality (e.g. BIDS/SSIS/SSRS) Experience of .NET technologies (e.g. ASP,NET) Awareness of web services preferred (SOAP/REST based) Experience of SharePoint development would be beneficial Experience of process, data mapping, analysis, file transfer protocols, EDI, security concepts, interface definition, package configuration, statistical analysis, functional testing, problem analysis/resolution, or benefits evaluation would be useful Experience of influencing individuals and teams Experience of warehouse, mail centre, distribution centre, depot or call centre processes preferred

We are an inclusive employer with equality, diversity and fairness at the heart of our values. We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

For more information on Royal Mail Group and our Values please click on the link ( ).

Closing Date: 25/01/2017
Salary: . Date posted: 11/01/2017