Overview
Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? We’re looking for a Regional Service Manager for the South of the UK to join our Field Service Team. Our mission is 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 transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move and redefine eCommerce logistics. Our team is packed with experts in e‑commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate team with high ambition – we collaborate, innovate, support each other, and leave egos at the door.
About The Role
Oversee a regional team of engineers, acting as the first point of contact and managing SLAs and KPIs. Lead the diagnosis, repair, and maintenance of parcel locker machines, including software configuration and quality control. Provide technical support and training to employees and subcontractors and contribute to the development of new solutions while maintaining technical documentation.
What You’ll Be Doing
* Team Leadership & Development
o Lead and develop a regional team of Service Engineers, ensuring delivery of a high-quality and efficient service.
o Support the professional growth and technical development of the engineering team through coaching and structured feedback.
o Foster a culture of accountability, collaboration, and service excellence across the region.
o Provide technical guidance and mentoring to engineers and subcontractors, supporting them via internal communication and IT platforms.
* Operational Oversight
o Work closely with the dispatching team to prioritise and allocate jobs effectively across the region.
o Oversee and balance workload allocation, ensuring effective coverage during sickness, holidays, or unexpected absences.
o Step into the Field Manager role when required, ensuring continuity of leadership, operational oversight, and alignment with business objectives.
* Performance & Quality Management
o Be accountable for achieving all set KPIs and SLAs, driving performance through regular reviews and continuous improvement.
o Monitor and report on performance metrics, identifying trends and implementing corrective actions where necessary.
o Ensure consistent quality control across work completed by engineers and subcontractors, both locally and internationally.
* Incident & Escalation Management
o Respond swiftly to high-priority incidents, coordinating resources to ensure timely resolution and minimal service disruption.
o Act as the first point of escalation for all technical and operational queries within the region, ensuring issues are resolved quickly and communicated clearly.
* Technical & Service Delivery
o Manage maintenance, repair, and modernisation activities for parcel locker machines (APMs), ensuring reliability, uptime, and customer satisfaction.
o Drive continuous improvement in service delivery by analysing field performance data and implementing best practices across the region.
o Prepare, maintain, and review technical documentation and service manuals, ensuring clarity and accessibility for all team members.
* Resource & Compliance Management
o Manage tools, stock, and components required for service continuity, ensuring full traceability and cost control.
o Promote adherence to company procedures, health and safety standards, and technical compliance requirements.
Please note this role covers the South of the UK and requires in-office presence in Hemel Hempstead approximately 2 days per week.
What We Need From You
* Previous experience in area management, with leadership or supervisory experience.
* Proven ability to lead and motivate a team, with a proactive approach to team development and ensuring trained and supported team members.
* Experience ensuring effective diagnosis and repair of electromechanical equipment, as well as software configuration and firmware updates.
* Strong problem-solving and troubleshooting skills, with the ability to guide and support team members in resolving complex technical issues.
* Excellent communication skills, both verbal and written, with the ability to provide clear instructions and technical training.
* Ability to manage multiple tasks, ensuring quality and meeting deadlines across various projects and international markets.
* Experience in overseeing quality control, ensuring accuracy in technical work and documentation.
* Skilled in managing relationships with internal staff and international subcontractors, ensuring smooth operations and coordination.
We’re looking for people who are ready for a fast-paced environment, enjoy problem solving, and can balance getting today’s work done with building for the future. We value drive and natural curiosity – who want to do things differently and do them brilliantly.
Perks of the job
* Enhanced Annual Leave – 26 Days Plus the option to buy additional days per year
* Vitality Health Care – Comprehensive health coverage
* Work from Anywhere – 4 Weeks per year
* Enhanced Parental Leave – Support during family moments
* Rail Loan – Purchase an annual season ticket with interest-free repayment
* Volunteering Days – One paid day to contribute to the community
The InPost Process
We pride ourselves on candidate experience and aim to respond within a few days to invite you to an initial stage (about a 20-minute chat). Further stages may follow depending on the role level. We value uniqueness and strive to create an open, inclusive environment where everyone can flourish and be themselves.
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