Post Office Customer Service Adviser Employment Contract UK

Responsibilities reflected in the contract

• Handle authorised postal and service enquiries.
• Explain approved products fees and processes.
• Verify customers for assigned transactions.
• Identify complaints fraud and vulnerability.
• Record actions referrals and unresolved cases.

A realistic working scenario

Based at depot, on route and at customer delivery locations. Tasks include booking items on CRM, scanning and tracking parcels, performing vehicle and PPE checks, handing over undeliverable items, and logging delays, complaints or safeguarding disclosures for transport or depot manager and operations.

Outputs to agree

• Process customer transactions and issue receipts using CRM and phone systems.
• Scan, tag and update tracking status for items through vehicle check and tracking systems.
• Complete vehicle, PPE and risk assessment checks before each shift and report defects to the transport or depot manager.
• Log delivery exceptions, missed handovers and complaints in helpdesk tools and notify operations.
• Carry out customer handovers and complete handover reports for returned or undeliverable items.

Records and evidence

• CRM transaction logs, receipt and payment records for each customer interaction.
• Vehicle check records and PPE inspection logs completed each shift.
• Item tracking records and scan history for every parcel handled.
• Helpdesk ticket or complaint records for delays, damage or safeguarding disclosures.
• Risk assessment entries and incident reports submitted when unsafe equipment or manual-handling issues arise.
• Work records.

Reporting relationship

Typically reports to Line Manager or Department Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• Authorised to update CRM, scan/tracking systems and vehicle check records for routine deliveries and to place holds or return items. Must escalate damaged goods, safeguarding disclosures, data breaches, unsafe vehicle defects, or financial discrepancies to the transport or depot manager or operations; cannot approve reconciliations, write-offs or financial exceptions beyond system-level transaction adjustments.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• Phone systems.
• Helpdesk tools.
• Vehicle.
• Vehicle check records.
• Risk assessment records.

Workplace context

• Depot, route, warehouse or customer delivery locations.

Training and certification

• Complete employer-required health and safety training.

Contract priorities

• Maintain accurate CRM, tracking and vehicle check records for every shift.
• Escalate safeguarding disclosures, unsafe vehicle defects or data disclosures immediately to the transport or depot manager.
• Complete handovers and helpdesk tickets for undeliverable items, delays or customer complaints.
• Use vehicle, PPE and scanning equipment only for authorised postal & courier work.
• Record and report incident, risk assessment and complaint information in the prescribed systems before shift end.

Information the employer should prepare

• the branch channels and service range
• the cash identity and transaction authority
• the product advice and referral boundaries
• the complaint fraud and vulnerability routes
• the shifts targets and quality monitoring