Dispatcher Supervisor

InPost UK; Hemel Hempstead; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Enhanced Annual Leave 26 Days + buy

Health care coverage

Work from Anywhere 4 weeks

Parental Leave

Rail loan commute

Volunteering days

Hybrid working

Job summary

InPost UK is hiring a Dispatcher Team Lead to run day-to-day dispatch operations for maintenance engineers and suppliers. You will own scheduling, ticket flow and reporting, acting as the escalation point for complex issues to ensure consistent outcomes across the network.

You will lead, coach and develop the dispatch team, manage SLAs, and collaborate with IT, Ops and vendor teams to optimise routes and improve processes. Hybrid role with 3 days in the office.

Qualifications

• 2+ years in dispatch/service scheduling or similar operational roles.
• Experience leading or mentoring a team, formally or informally.
• Strong knowledge of ticketing systems, prioritisation and SLA management.
• Excellent planning and scheduling across engineers and suppliers.
• Calm under pressure with structured problem solving and outcome focus.

Responsibilities

• Lead the dispatch function: set daily priorities and workload.
• Own end-to-end scheduling: rota alignment and route optimisation.
• Manage SLA performance and escalate breaches.
• Oversee ticket lifecycle: raise, update, prioritise, escalate, close.
• Ensure governance: accurate timestamps and status in reports.
• Act as escalation point and coordinate cross-team resolution.
• Produce and distribute daily reports and trackers.
• Coach dispatchers; onboarding and handovers across shifts.
• Monitor readiness and compliance with SOPs.

Skills

Dispatch

Scheduling

Leadership

Stakeholder management

Ticketing systems

Reporting

Problem solving

Process discipline

Communication

Time management

Tools

EAM system

Job description

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 Dispatcher Supervisor 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 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 seeking an experienced and organised Dispatcher Team Lead to run day to day dispatch operations for our maintenance engineers and suppliers. You will own scheduling performance, ticket flow and reporting, acting as the escalation point for complex issues and ensuring consistent outcomes across the network.

What You’ll Be Doing

• Lead the dispatch function - set daily priorities, allocate workload, and ensure consistent ticket handling standards
• Own end to end scheduling - engineer rota alignment, job assignment, re scheduling, and route optimisation where applicable
• Own SLA performance and tracking - monitor live SLA position, drive interventions to protect SLA, and lead escalation for breaches
• Manage ticket lifecycle - raise, update, prioritise, escalation and close tickets in line with SLAs and internal governance
• SLA governance and controls - ensure correct prioritisation, timestamps, and status management so SLA reporting is accurate and auditable
• Act as escalation point - remove blockers, manage ageing tickets, and coordinate cross team resolution (IT, Ops, Customer Care, vendors)
• Reporting and tracking ownership - produce and distribute daily reporting and maintain trackers for backlog, SLA, ageing, repeats, planned downtime, and exceptions
• Quality and compliance - ensure documentation is updated, processes followed, and audits completed to agreed standards
• Continuous improvement - identify recurring failure types, improve workflows, and tighten dispatch rules to reduce repeats and delays
• Monitoring support where required - use CCTV or remote checks to validate incidents and improve troubleshooting accuracy
• Stakeholder management - provide clear updates, manage expectations, and maintain strong internal comms cadence
• Network readiness checks - oversee auditing of newly added machines to confirm operational standards and dispatch readiness
• Team leadership - coach dispatchers, run 1 2 1s, support onboarding, maintain SOPs, and manage handovers across shifts

What We Need From You

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’d be particularly excited to hear from you if:

• 2 plus year’s experience in dispatch, service desk, NOC, field service scheduling, or similar operational control roles
• Previous experience leading or mentoring a team (formal or informal)
• Strong working knowledge of ticketing systems (EAM or equivalent) including prioritisation, triage, and SLA management
• Strong planning and scheduling capability across multiple engineers and suppliers
• Confident handling escalations - calm under pressure, structured problem solving, outcome focused
• Strong written and verbal communication - able to produce clear daily reporting and stakeholder updates
• High attention to detail with strong process discipline and documentation standards
• Commercial awareness - understands cost to serve, supplier performance, and operational impact of downtime
• Comfortable working in a time sensitive environment with multiple workstreams and shifting priorities
• Good technical curiosity - able to learn systems quickly and ask the right questions to drive faster resolution

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

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.