Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for an Operations Coordinator to join our Network Health team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door!
About the role:
As a Help Desk Coordinator at InPost, your role sits at the heart of issue resolution. In this entry-level position, you will raise and update tickets, prioritise issues, run cadence meetings with our vendors, send out reports and assist with queries from other departments.
Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating work via email and our ticketing software.
What you’ll be doing:
* Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system
* Direct tickets to the appropriate departments efficiently & discuss potential fix outcomes
* Act as the primary contact for reported faults affecting our locker network
* Build and maintain strong relationships with maintenance vendors and internal stakeholders to support SLAs
* Prepare, update, and distribute daily reports, including managing the planned downtime list
* Promptly and effectively respond to queries from other departments and manage expectations
* Verify issues by checking CCTV when necessary
* Continuously update documentation throughout the day
* Audit newly added lockers to the network for compliance and performance
* Monitor and ensure the capacity of the machine network to meet customer demands
* Working as part of a team to create effective resolution streams
The working hours are Monday-Friday, 8.30am -5.30pm. In this hybrid role, 3 days a week at our Hemel Hempstead office is required (Monday, Tuesday & Thursday).
What we need from you:
* Brilliant customer service skills and experience managing stakeholder relationships
* Proven ability to manage multiple priorities
* 1+ years of experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues
* Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation
* Excellent written and verbal communication
* Effective time management with high attention to detail
* Great critical thinking and problem-solving skills
* Ability to express initiative and take ownership of tasks
We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
Perks of the job!:
We love to reward our people for the great work they do:
* Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
* Vitality Health Care
* Work from Anywhere – 4 Weeks per year
* Enhanced Parental Leave
* Rail Discount
* Volunteering Day
* Hybrid Working (Role suitability dependent)
* The Tech You Need
* Perks at Work
* Bring Your Dog to Work Day (Every Friday)
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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