Field Service Coordinator InPost UK Offices · Network Health · Hemel Hempstead Office

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 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:

• 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.
• 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
• AXA Health Care
• Work from Anywhere – 4 Weeks per year
• Enhanced Parental Leave
• Rail Loan
• Volunteering Days