Level 2 Tech Support - Hybrid

Royal Mail; Royal Leamington Spa; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading postal service provider in the United Kingdom is seeking a Level-2 Support Administrator to join their expanding parcel locker network team. The role involves responding to faults, performing troubleshooting, and collaborating with internal and external teams. Candidates should possess strong customer focus, excellent communication, and organizational skills, along with experience in administrative tasks using software like Excel and JIRA. Competitive benefits and support for professional development included.

Benefits

Enhanced maternity and paternity leave

Employee discounts and offers

Generous company sick pay

24/7 wellbeing services

Qualifications

• Ability to learn and apply locker support processes and software.
• Experience in customer service or administrative roles.
• Reliable, persistent, and able to work under pressure.

Responsibilities

• Respond to parcel locker faults proactively and reactively.
• Perform basic remote troubleshooting to resolve locker issues quickly.
• Manage locker-related administration tasks using Excel and JIRA.

Skills

Strong customer focus

Excellent communication skills

Problem-solving skills

Organisational skills

Education

Minimum of secondary-school qualifications

Tools

Excel

JIRA

Job description

About the Role

Royal Mail is expanding its parcel locker network to provide customers with more convenient delivery and collection options. To support this growth, we're looking for a Level‑2 Support Administrator who will play a key role in ensuring our lockers operate smoothly and efficiently. This is an opportunity to join a team at the heart of Royal Mail's innovation, working with internal teams and external partners to resolve technical issues and deliver excellent customer experiences.

Responsibilities

• Respond to parcel locker faults proactively and reactively using provided software (MINT).
• Perform basic remote troubleshooting to resolve locker issues quickly.
• Liaise with internal teams and external tech providers to diagnose and resolve software problems.
• Coordinate and administer 3rd‑party visits for physical repairs and maintenance.
• Handle phone inquiries redirected by Customer Care and Operations teams.
• Manage locker‑related administration tasks using Excel and JIRA.
• Provide feedback for process improvements to installation and maintenance engineers.
• Support initiatives to promote and increase recognition of Royal Mail's parcel locker network.

Qualifications

• Strong customer focus with excellent communication skills.
• Ability to learn and apply Royal Mail locker support processes and software.
• Analytical thinker with good problem‑solving and organisational skills.
• Reliable, persistent, and able to work under pressure with good stress tolerance.
• Experience in customer service or administrative roles.
• Comfortable using tools like Excel and JIRA for administrative tasks.
• Willingness to develop professionally and learn new systems.
• Minimum of secondary‑school qualifications.

Benefits

• Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
• Discounts and offers – more than 800 offers to help you save on groceries, days out, holidays and household bills.
• Supportive and generous company sick pay.
• Your Wellbeing – 24/7 access to services and tools to support physical and mental health, financial and social wellbeing; free for all.
• Available only to permanent employees.

Next Steps

Next Steps: The next stage of the selection process will be a face‑to‑face or virtual interview consisting of competency‑based and role‑specific questions.