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Post office customer service assistant

  • Hours

    38 per week

  • Starting salary

    £13,000 + per year

If you've got good number skills and would enjoy dealing with customers, this job could be ideal for you.

Customer service assistants provide a wide range of services offered at main post offices. They may sometimes be known as post office counter clerks, or counter sales assistants.

In this job you would need to handle cash and information responsibly. You would need good communication skills. You would also need to be able to work quickly and accurately.

There aren't any specific entry requirements to get into this job. However, to pass the selection tests you are likely to need a reasonable standard of secondary education.x



The work

As a customer service assistant, your day-to-day duties would include:

  • selling stamps and dealing with letters and parcels
  • paying out pensions and benefits
  • banking and savings services
  • accepting bill payments
  • dealing with vehicle registrations and issuing tax discs
  • travel services, such as checking passport applications and selling travel insurance and foreign currency.

In a main post office (or postshop) you would be involved in selling and advising customers on a wider range of products.


Hours

You would work around 38 hours a week, between Monday and Saturday. Job sharing and part-time work is also available. You would usually work behind a counter with a transparent security screen.


Income

  • Salaries can be between £13,000 and £17,500 a year
  • Post Office managers may earn up to £24,000.

Pay may vary according to the location of the post office. An allowance is paid for working in London.

Figures are intended as a guideline only.


Entry requirements

You do not need any specific qualifications to work in a post office, however, to pass the selection tests you are likely to need a reasonable standard of secondary education. GCSEs (A-D) in maths and English would be an advantage.

The first stage of the selection process is an online questionnaire to test your accuracy and number skills, followed by a telephone interview. If you pass these tests you will then be invited to attend a face-to-face interview.

Previous customer service experience in banks, building societies or retail would be particularly helpful.


Training and development

Once working, you would be trained for around four weeks on areas such as customer care and the Post Office computer system. Some training may be classroom-based and you would also work alongside experienced staff.

Training opportunities are ongoing, and you may be encouraged to work towards NVQ levels 1 to 3 in Customer Service.


Skills and knowledge

To be a post office customer service assistant you should have:

  • the ability to handle cash and information responsibly
  • good maths skills
  • the ability to use technology
  • good communication skills for understanding customer needs and explaining services
  • the ability to work quickly and accurately in a very busy environment
  • a good memory for forms and services
  • a patient and helpful manner
  • the ability to promote and sell products to customers.

More information

Royal Mail Group PLC (Opens new window)
100 Victoria Embankment
London
EC4Y 0HQ
www.royalmailgroup.com

Post Office Limited (Opens new window)
Helpline: 0845 722 3344
www.postoffice.co.uk


Opportunities

The Post Office is part of the Royal Mail Group Plc, which includes Royal Mail and Parcelforce Worldwide. The number of customer service adviser jobs has fallen over recent years with the introduction of Direct Payment of benefits and the closure of some community post offices. However, there are still over 12,000 post office branches across the country.

With experience you could progress to assistant branch manager or branch manager. If you show management potential, your employer may support you to train further to achieve relevant qualifications.

You could also work for sub post offices and agencies, which are franchised businesses owned by sub-postmasters. They will advertise, recruit and train their own staff on terms and conditions (including rates of pay) decided by them and not the Post Office.

Jobs are advertised through Jobcentre Plus, on posters in main post offices and in local newspapers. You may find the following useful for vacancies and further reading (links open in new window):

Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework (Opens in a new window) there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.

We do not accept responsibility for the content of external sites.


Related industry information

Industry summary

The postal service industry is part of the logistics sector, represented by the Skills for Logistics Sector Skills Council, which also includes: air freight; road haulage; storage and warehousing; wholesaling; freight forwarding; and couriers. Logistics is the movement and supply of all goods (or freight) from raw materials, through all stages of the manufacturing process to the delivery of the finished product to companies and consumers. This is known as the ‘supply chain.’ Nearly 2,320,000 people work in the logistics sector, which accounts to 8% of the UK workforce. It has been estimated that the logistics sector is worth £86.54 billion to the UK economy.

The postal service industry includes the transport and delivery of letters and parcels. It is the second largest industry within the logistics sector. The Royal Mail, as the largest employer within the postal service industry collects, processes, and delivers around 84 million items to 27 million addresses. Additionally, it serves 28 million customers through its network of some 14,300 Post Offices.

Key facts:

  • There are 232,500 people working in the postal service industry, which equates to 14% of the logistics workforce in the UK.
  • Of these 232,500 people, almost 193,000 work for the Royal Mail Group, which is almost 1% of the working population.
  • Postal service has 4,800 workplaces across the UK.
  • The workforce has an older age profile compared to other industries in the sector.
  • The industry appears to provide the greatest opportunity of part‐time working.
  • There are limited opportunities for self‐employment.

Jobs in the industry range from: mail sorter, postal delivery worker, delivery van drivers, fork lift truck operatives, couriers, LGV drivers.


National and regional data

East Midlands – 156,600 employees work within the logistics sector in the region. Of these 17,000 people work in postal service, this equates to 11% of the logistics workforce in the East Midlands.

East of England – 186,700 workers are employed in the logistics sector in the East of England, of these 27,100 work in postal service. This is 15% of the logistics workforce in the region.

London – 178,800 employees work in logistics in London. In this region 27,200 people work in postal service, which accounts for 15% of the logistics workforce in the region.

North East – The logistics sector employs 55,000 workers in the North East, of these, 9,700 are employed in postal service. This is 18% of the logistics workforce in the region.

North West – 193,400 workers are employed in the logistics sector in the North West, of these 23,900 are employed in the postal service. Postal Service employment accounts for 13% of the logistics workforce in the region.

South East – 256,300 employees work in logistics in the region. The postal service industry employs 33,000 employees, this equates to 13% of the logistics workforce in the South East.

South West – 135,100 employees work within the logistics sector in this region. Of these 23,400 people work in postal service, this equates to 17% of the logistics workforce in the South West.

West Midlands – The logistics sector employs 187,500 in the West Midlands, of these 16,700 are employed in the postal service. This is 9% of the logistics workforce in the region.

Yorkshire and the Humber – 158,100 workers are employed in the logistics sector in the region. 21,100 of these individuals work in postal service. This is 13% of the logistics workforce in the region.

Northern Ireland – There is an estimated 4,400 employees in postal services, accounting for 15% of the logistics sector, in around 170 workplaces.

Scotland – There is an estimated 18,700 employees in postal services, accounting for 16% of the logistics sector, in around 700 workplaces.

Wales – There is an estimated 10,500 employees in postal services, accounting for 19% of the logistics sector, in around 200 workplaces.

[N.B. Data derived from Annual Population Survey, 2008, Annual Business Inquiry, 200 7 and Inter‐Departmental Business Register, 2007.]


Career paths


Further sources


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