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? If so, read on, as we’re looking for a Helpdesk Coordinator to join our Network Health 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 powering our mission to reshape the way parcels move and redefine eCommerce logistics. Our team is packed full of 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.
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 and discuss potential fix outcomes with teams
* Act as the primary contact for reported faults affecting our locker network
* Build and maintain strong relationships with maintenance engineers and internal teams
* Prepare and send out 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 lockers to meet customer demands
Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.
What We Need From You
* Highly organised and process oriented
* Proven ability to manage multiple priorities
* Brilliant customer service skills and approach to issue resolution
* 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
Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues will be highly advantageous.
We’d be particularly excited to hear from you if
Perks of the job
* 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 Loan – Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy an interest-free repayment over the year
* Volunteering Days
* Hybrid Working (Role suitability dependent) – We come together 3 days per week in the office
* Bring Your Dog to Work Day (Every Friday)
The InPost Process
We pride ourselves on our candidate experience. 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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