Field Service Coordinator

InPost UK; Hemel Hempstead; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Enhanced Annual Leave – 26 Days Plus 1

AXA Health Care

Work from Anywhere – 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Job summary

InPost UK is seeking a detail-oriented Field Service Coordinator to coordinate field service engineers and manage technical issues for our smart parcel lockers network. You’ll be part of the Network Health team, handling ticketing, vendor liaison, and cross-functional support in a fast-paced environment.

You’ll report to the Field Service Manager and play a key role in maintaining SLAs, vendor relationships, and accurate reporting while supporting internal teams across the UK.

Qualifications

• Experience using ticketing systems to log and manage issues.
• Experience in IT, technical, or engineering support is desirable.
• Strong customer service skills and the ability to manage internal and external relationships.
• Ability to manage multiple workstreams in a time-sensitive environment.
• Excellent written and verbal communication skills.
• Strong time management, organisational skills, and attention to detail.
• Ability to quickly learn new systems and processes.
• Commercial awareness with the ability to adapt to changes in a fast-paced business environment.
• Familiar with scheduling geographical areas or field service operations is desirable.

Responsibilities

• Raise, update, prioritise, and elevate tickets in line with service level agreements (SLAs).
• Direct tickets to the appropriate departments and engineers in the relevant locations across the UK, with attention to area postcode details, to ensure efficient resolution.
• Build and maintain strong relationships with maintenance vendors to ensure service-level agreements are met.
• Update and distribute daily reports, including the management of planned downtime.
• Respond promptly to queries from other departments, providing accurate and timely information and updates, whilst managing internal stakeholder expectations.
• Monitor CCTV feeds to verify issues and ensure accurate troubleshooting.
• Keep documentation updated throughout the day, ensuring all processes are clearly recorded.
• Audit newly added parcel machines within the InPost network to ensure they meet operational standards.
• Monitor the capacity of the machine network to ensure sufficient availability for customers.

Skills

Ticketing systems experience

Customer service

Communication skills

Time management

Organisational skills

Ability to learn new systems

Commercial awareness

Field service operations scheduling

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 an Field Service 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 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're looking for a detail-oriented Field Service Coordinator to coordinate field service engineers and manage technical issues for our smart parcel lockers network, to be a core part of our wider Network Health team. The role involves ticket management, vendor coordination, and supporting internal teams in a fast-paced environment, and will report to our Field Service Manager.

What You’ll Be Doing

• Raise, update, prioritise, and elevate tickets in line with service level agreements (SLAs).
• Direct tickets to the appropriate departments and engineers in the relevant locations across the UK, with attention to area postcode details, to ensure efficient resolution.
• Build and maintain strong relationships with maintenance vendors to ensure service-level agreements are met.
• Update and distribute daily reports, including the management of planned downtime.
• Respond promptly to queries from other departments, providing accurate and timely information and updates, whilst managing internal stakeholder expectations.
• Monitor CCTV feeds to verify issues and ensure accurate troubleshooting.
• Keep documentation updated throughout the day, ensuring all processes are clearly recorded.
• Audit newly added parcel machines within the InPost network to ensure they meet operational standards.
• Monitor the capacity of the machine network to ensure sufficient availability for customers.

What We Need From You

• Experience using ticketing systems to log and manage issues.
• Experience in IT, technical, or engineering support is desirable.
• Strong customer service skills and the ability to manage internal and external relationships.
• Ability to manage multiple workstreams in a time-sensitive environment.
• Excellent written and verbal communication skills.
• Strong time management, organisational skills, and attention to detail.
• Ability to quickly learn new systems and processes.
• Commercial awareness with the ability to adapt to changes in a fast-paced business environment.
• Familiar with scheduling geographical areas or field service operations is desirable.

Please note this role is Monday - Friday, with working hours 8.30am - 5.30pm.

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.
• AXA 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.