Help Desk Coordinator

4 weeks ago

Hemel Hempstead, United Kingdom InPost UK Full time

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 (find our 2023 annual report here ). 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 works 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
More time for you to relax, explore, and enjoy life.

Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

Enhanced Parental Leave
We support you during those precious family moments.

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