Post Office counter clerk

Post Office counter clerks usually work behind the counter in branch Post Offices. They provide a wide range of postal services to customers, plus other services such as bill payment, banking services, passport applications and lottery sales.

Also known as:

• Customer service consultant – Post Office

Work activities

Post Office counter clerks perform a wide range of counter and customer service duties. They process traditional Post Office services such as:

• Selling stamps.
• Weighing, measuring and mailing letters and parcels.
• Sending mail abroad.
• Sending urgent or valuable mail.

Post Office clerks also deal with a range of services including bill payments, car tax disc renewals, foreign currency, travel insurance, checking applications for driving licences and passport applications, pensions and benefits, lottery sales and payments, premium bonds and banking services. Post Office counter clerks use a computer system to deal with accounts and sales, keep records of all transactions, and provide receipts. They also promote financial services, such as savings and investments, to customers. Some counter clerks do general administrative work behind the scenes, for example, keeping accounts, maintaining staff records or looking after stock, such as stamps and stationery. They might also display promotional materials such as leaflets and posters. Post Office counter clerks are usually required to wear a uniform.

Staff who work in sub-Post Offices are not employees of the Post Office, but work for self-employed business people called sub-postmasters, or in franchises run by, for example, large supermarket chains, newsagents and booksellers. Sub-Post Offices do not always offer the full range of services that can be found in main branches, and are sometimes combined with a newsagent, stationer or village shop. Experienced counter clerks might have the opportunity to work on the Post Office helpline. Operators answer enquiries from both customers and sub-postmasters relating to the products and services offered by the Post Office.

Personal qualities and skills

As a Post Office counter clerk, you’ll need to be:

• Able to use numbers and handle cash accurately and confidently.
• Polite and helpful when communicating with customers. You will need to adjust your approach to their different needs.
• Able to pay attention to detail and keep your concentration while handling important documents.
• Good at selling and promoting services.
• Able to keep accurate records.
• Capable of working under minimum supervision and as a member of a team.
• Able to work well under pressure at busy times.
• Able to learn about all the different services and forms that customers might ask about.

Pay and opportunities 

Post Office counter clerks earn in the range of £15,500 - £24,000 per year.

Counter clerks usually work 32 or 40 hours, Monday to Friday. It may be necessary to work Saturday mornings on a rota basis. Full-time, part-time, temporary and flexible working arrangements might be available. A flexitime system is worked in some Post Offices. There are opportunities for casual staff for temporary periods, especially at Christmas. Part-time work on a flexible weekly pattern might also be available.

Counter clerks work for the Post Office Ltd in main Post Offices. There could be opportunities to work for self-employed postmasters at sub-Post Offices or in franchises run by, for example, large supermarket chains, newsagents and booksellers. Post Office counter clerks work in towns, cities and some villages throughout the UK. In some areas, there are limited opportunities to work in a mobile Post Office.

What’s happening in this work area?

Sub-Post Offices have been closing in villages, towns and cities throughout the UK.

Where are vacancies advertised?

Vacancies are advertised on the Post Office website, in local/national newspapers, and on the Government’s Find a Job and Find an Apprenticeship services.

Entry routes and training

Entry to this work is generally directly into employment. Employers might expect applicants to have customer service, sales and cash-handling skills.

You may be able to apply via a level 2 (intermediate) apprenticeship in the role of customer service practitioner.

New entrants usually attend a training centre for two weeks, followed by two weeks of supervised work at the counter. Some employers provide continuing on-the-job training in, for example, sales, Post Office computer systems and services, and customer service.

After gaining experience, Post Office counter clerks could progress to supervisory or management roles.

Qualifications

There is no formal academic entry requirement, although some GCSEs at grades 9-4 might be preferred, especially in English and maths. Equivalent qualifications include an Edexcel (BTEC) level 2 First qualification. Some entrants might have further education (FE) qualifications.

If you apply via an apprenticeship, you will need GCSEs in English and maths. You may be able to complete these alongside your apprenticeship.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have sales skills with a customer service focus or a background that involved handling money, for example, as a cashier or accounts/finance clerk.

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• Accounts assistant
• Betting shop cashier
• Customer service adviser (banking)
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