Operations Associate - Incident & Alert Management

Parcelly is one of the leading technology companies in the logistics industry specializing in multi-vendor, multi-label parcel shop and micro-depot technology. With more than 4,500 parcel shops (Parcelly Stations) in over 180 cities, we have been ensuring successful parcel collections and returns in the UK and Ireland since 2014. We are expanding into Germany and seek a motivated, detail-oriented individual to join our Operations Team in London.

Roles & Responsibilities

• Internal Alert Management
  • Monitor internal parcel flow alerts and scanning event notifications in real time.
  • Coordinate responses between the call centre, operations team, and other internal stakeholders.
  • Analyse unusual parcel events and take informed decisions to resolve or escalate.
  • Support training of our AI engine and internal databases by classifying scanning events and verifying data quality.
  • Perform data reviews and improve alert classification accuracy.
• Incident Management
  • Manage operational incidents of any kind (internal, client-related, or partner-related).
  • Ensure incident tickets are raised correctly—and encourage the wider team to log issues consistently.
  • Structure ticket workflows with appropriate subtasks, priorities, and escalation paths.
  • Drive resolution within defined SLAs and track progress until closure.
  • Support communication and coordination between stores, partners, and internal teams.
  • Handle ad hoc urgent issues as they arise.
• Client Support (JIRA)
  • Process and respond to client-raised JIRA tickets relating to parcel investigations, store reviews, or operational queries.
  • Collaborate with internal teams to resolve cases in a timely and professional manner.
  • Conduct outbound calls to stores and partners when needed.
  • Support occasional store visits for training, audits, or follow-up investigations.
• Procurement Support
  • Assist the procurement lead with stock level monitoring, ordering equipment, and tracking deliveries.
  • Support procurement initiatives related to the office, operations, and new projects.
  • Help maintain accurate procurement documentation and inventory records.
• Reporting & Business Review Support
  • Support data preparation for the weekly business review.
  • Maintain and optimise dashboards used across the company.
  • Provide insights on trends, operational anomalies, and incident patterns.
  • Collaborate with management to continuously improve reporting structure and data quality.

Requirements

• Strong written and verbal communication skills.
• Passion for operations, tech, logistics, or e-commerce.
• Highly organised, diligent, and detail-oriented.
• Strong analytical mindset with the ability to interpret data and propose actions.
• Proactive and able to manage multiple tasks simultaneously.
• Comfortable working cross-functionally and coordinating with external partners.
• Proficiency in Microsoft Office; familiarity with tools like JIRA, Excel, or dashboards is a plus.
• Eagerness to learn and contribute to different functions within the Operations Team.
• Work from office 3-4 days a week with up to 2 days work from home.

Benefits

• Modern facilities and top equipment.
• The best serviced office spaces available.
• Compensation package including performance-based elements.
• Opportunity to gain hands-on operational experience in a fast-growing logistics technology company.
• Exposure to AI-training workflows, incident management frameworks, procurement processes, and network operations.