Help Desk Coordinator

InPost UK; Hemel Hempstead; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Enhanced annual leave

Work from Anywhere

Enhanced parental leave

Season ticket (annual)

Hybrid working

Job summary

InPost UK is seeking a Help Desk Co-Ordinator to join the Network Health team. You will manage tickets, escalate issues and liaise with maintenance engineers to reduce locker downtime and keep parcels moving.

The role is hybrid, offering a fast-paced environment with diverse stakeholders and opportunities to influence service delivery in a growing UK hub.

Qualifications

• Highly organised and process oriented.
• Proven ability to manage multiple priorities.
• Brilliant customer service skills and approach to issue resolution.
• Effective time management with high attention to detail.
• Great critical thinking and problem-solving skills.
• Ability to express initiative and take ownership of tasks.

Responsibilities

• Raise and update tickets, prioritise issues and assist with queries from other departments to keep on top of locker maintenance requests.
• Direct tickets to the appropriate departments efficiently and discuss potential fix outcomes with teams.
• Act as the primary contact for reported faults affecting our locker network.
• Build and maintain strong relationships with maintenance engineers and internal teams.
• Prepare and send out daily reports, including managing the planned downtime list.
• Promptly respond to queries from other departments and manage expectations.
• Verify issues by checking CCTV when necessary.
• Audit newly added lockers to the network for compliance and performance.
• Monitor and ensure the capacity of lockers to meet customer demands.

Skills

Organisational skills

Multitasking

Customer service

Time management

Problem solving

Initiative

Tools

JIRA

ServiceNow

EAM

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 Helpdesk Co-Ordinator 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:

As a Help Desk Coordinator at InPost, you will raise and update tickets, prioritise issues and assist with queries from other departments to keep on top of locker maintenance requests. As part of a small, close knit team you will play an important role in helping us to reduce locker downtime to keep our customers delighted and parcels moving.

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 with teams
• Act as the primary contact for reported faults affecting our locker network
• Build and maintain strong relationships with maintenance engineers and internal teams
• Prepare and send out 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 lockers to meet customer demands

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. Hours are 8:30 - 5:30 (40hr work week)

What we need from you:

• Highly organised and process oriented
• Proven ability to manage multiple priorities
• Brilliant customer service skills and approach to issue resolution
• Effective time management with high attention to detail
• Great critical thinking and problem-solving skills
• Ability to express initiative and take ownership of tasks

Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log, manage and allocate issues will be highly advantageous.

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.

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.

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.

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.