Customer Service Advisor

InPost Ltd.; Paisley; On-site; GBP 23,000; Full time

Job summary

A leading delivery service company in Scotland is seeking Customer Service Advisors to enhance the customer experience. This role involves resolving customer queries efficiently and contributing to a supportive team environment, aiming to exceed service expectations. Ideal candidates will thrive in a fast-paced atmosphere and demonstrate a commitment to personal and professional growth. The position offers a competitive salary of £22,936.

Qualifications

• Must demonstrate a strong desire to exceed customer expectations.
• Self-motivated with a commitment to self-development.
• Ability to manage time effectively and complete tasks without error.

Responsibilities

• Take full ownership of the customer experience and resolve queries.
• Participate in 1:1s and coaching sessions with the Team Manager.
• Ensure compliance with service standards during customer interactions.
• Contribute to process improvements and undertake administrative duties.

Skills

Exceptional customer service

Problem-solving

Effective communication

Ability to work in a fast-paced environment

Job description

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 Customer Service Advisorsto join our Customer Careteam in Linwood, Scotland!

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

Join a dynamic, people-first team at InPost, where your passion for exceptional customer service meets meaningful career growth. As a vital member of our Customer Service Centre, you’ll do more than just answer calls—you’ll take full ownership of the customer experience, resolving queries with efficiency, empathy, and precision.

You'll thrive in a fast-paced environment where collaboration, professional development, and open communication are not just encouraged—they're expected.

With regular coaching, clear performance standards, and a commitment to process excellence, you’ll be empowered to make a real impact on both our customers and your own career. At InPost, we don’t just deliver parcels—we deliver service that exceeds expectations.

Shift Pattern: 5 days over 7, Mon to Sun

Annual Salary: £22,936

People:

• Participate as a member of your team demonstrating an awareness of the impact your behaviour and actions have on your colleagues, the Customer Service Centre and the Customer.
• Participate in and drive regular 1:1s and coaching sessions with your Team Manager.
• Take personal responsibility for self-development.
• Demonstrate the right attitude & professional conduct at all times.

Customer Service:

• Take personal responsibility for ensuring you are available to answer telephone calls within agreed service standards.
• As far as possible, action the customer’s request to completion during the call.
• Process own workload in a timely fashion and without error.
• Ensure your work is of a standard that meets the Customer Service Centre quality standards.
• Demonstrate a desire to exceed the customers’ expectations.

Process:

• Ensure that the correct processes are followed on every call / customer contact.
• Contribute to achievement of the Customer Service Centre service standards by managing own time effectively.
• Support the Management Team by contributing to process improvements.
• Undertake general administrative duties as requested by the Management Team.
• Ensure the Customer Service Centre & workplace areas are kept clean, tidy and safe at all times to comply with Company Policy and Health & Safety Regulations

Communication:

• Participate in team meetings, raising any issues or points in a constructive manner.
• Represent the Customer Service Centre and InPost in the utmost professional manner
• Support, facilitate and embrace a culture of open communication at all levels

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.