Commercial Operations Specialist

DFL; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading delivery service provider in London is seeking a Commercial Operations Specialist to manage relationships with independent landlords, ensuring high customer satisfaction and operational efficiency. The ideal candidate will have strong negotiation skills, a results-driven mindset, and exceptional collaboration abilities. This role offers a dynamic work environment with opportunities for growth and flexibility.

Benefits

Enhanced Annual Leave

Vitality Health Care

Work from Anywhere – 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Bring Your Dog to Work Day

Qualifications

• Experience in building and developing client relationships.
• Experience handling difficult escalations and complaints over the phone.
• Strong influencing skills with a go-getter attitude.

Responsibilities

• Manage escalations from landlord portfolio to ensure satisfaction.
• Resolve operational problems affecting parcel delivery.
• Negotiate expansions with existing landlords.

Skills

Building and developing client relationships

Handling escalations and complaints

Negotiation skills

Problem-solving

Influencing skills

Collaboration

Time management

Attention to detail

Reporting systems confidence

Job description

At InPost we hire awesome people who aren’t afraid to bring ideas to the table, to make mistakes, and challenge the norm!

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 aCommercial Operations Specialist to join our Networkteam!

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 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 full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role:

We are looking for a Commercial Operations Specialist to help manage our independent landlord network in addition to supporting account managers with our enterprise portfolio.

This is an exciting time to join InPost’s UK Network team; as the business is rapidly growing, there is greater emphasis on managing our existing partnerships to drive utilisation and expansion.

What you’ll be doing:

• Manage all escalations from our Independent landlord portfolio, ensuring timely responses and quick resolutions that drive high customer satisfaction.
• Resolve day-to-day operational problems preventing the successful delivery/collection of parcels.
• Negotiate locker expansions with existing landlords where there is high demand
• Leverage the InPost value proposition to successfully renew contracts and prevent removals across the estate.
• Share feedback and insights across the UK Network team to help build, and continually refine, the strategy for independents, including marketing activations.
• Thoroughly understand, and where possible, pre-empt business challenges faced by our landlords and identify how InPost can support.
• Collaborate with Customer Experience, Network Health and Finance to continually streamline the processes used for managing Independent queries.
• Liaise with the Deployment Operations team to ensure account managers are aware of issues regarding extensions, relocations and upgrades of machines across the network.

What we need from you:

• Experience in building and developing client relationships.
• Experience handling difficult escalations and complaints over the phone
• Experience negotiating with clients and closing deals over the phone
• You are results-driven and can think outside the box to overcome challenges.
• You have strong influencing skills - you have the ability to make people believe in you and the proposition.
• You are a natural collaborator- a great teammate, accountable with excellent communication skills.
• You have a go-getter attitude - agile and responsive with the ability to prioritise, juggle multiple opportunities and execute.
• You are highly organised with excellent time management skills, and naturally look for new ways to continuously drive efficiencies.
• You have strong attention to detail, ensuring data gaps or inconsistencies are identified and rectified
• You are confident using reporting systems and databases

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.

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.

Rail Loan

Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year.

Volunteering Days

Take a paid day to make a difference in your community

Hybrid Working (Role suitability dependent)

We innovate, collaborate and optimise by coming together 3 days per week in the office

Bring Your Dog to Work Day (Every Friday)

Make every Friday pawsitively amazing!

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.