At a Glance
- Tasks: Manage tickets, prioritise issues, and assist with locker maintenance requests.
- Company: Join a fast-growing UK hub in a global business revolutionising parcel delivery.
- Benefits: 26 days annual leave, health care, remote work options, and volunteering days.
- Other info: Dynamic environment with opportunities for personal growth and collaboration.
- Why this job: Be part of a passionate team reshaping eCommerce logistics and making a real impact.
- Qualifications: Organised, great communication skills, and experience with ticketing systems preferred.
The predicted salary is between 30000 - 40000 £ per year.
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
What we need from you:
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.
- Highly organised and process oriented
- Proven ability to manage multiple priorities
- Brilliant customer service skills and approach to issue resolution
- Excellent written and verbal communication
- 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:
- Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
- Vitality Health Care
- Work from Anywhere – 4 Weeks per year
- Enhanced Parental Leave
- 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
Equal Opportunity Statement: We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
Helpdesk Co-Ordinator in Hemel Hempstead employer: InPost
At InPost UK, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Helpdesk Co-Ordinator, you'll be part of a close-knit team dedicated to reshaping eCommerce logistics, with ample opportunities for personal and professional growth. Enjoy benefits like enhanced annual leave, health care, and the flexibility of hybrid working, all while contributing to a mission that is transforming the delivery landscape in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Co-Ordinator in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InPost. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InPost before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Co-Ordinator in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InPost:Your cover letter is your chance to shine! Tell us why you want to work at InPost specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InPost!
How to prepare for a job interview at InPost
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
