Dispatch Team Leader in Hemel Hempstead

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 are looking for a Dispatcher Team Lead 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 are bringing freedom to anyone with a parcel.

At InPost UK, we are building an unparalleled group of talent that is 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 are 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, escalate 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 1:1s, 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 years 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
• Vitality Health Care - Stay healthy and happy with our top-notch health coverage.
• Work from Anywhere - 4 Weeks per year
• 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.