PUDO Experience Support Administrator

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 PUDO Experience Support Administrator ­­­­to join our Network   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:

The PUDO Experience Support Administrator is responsible for ensuring seamless customer and partner support at InPost’s network of PUDO points. This role supports daily operations, maintaining partner relationships and ensures service level compliance across PUDO CS . You’ll be working collaboratively with the PUDO team and wider functions including operations and commercial.

What you’ll be doing:

• Supporting the training of clients on inhouse systems (Zendesk and E2E) and acting as a helpdesk support for user queries.
• Responding to customer and partner enquiries, being the main point of triage to ensure that our third party PUDO provider Collect+ respond to all enquiries within the SLA period.
• Creating a weekly dashboard of outstanding customer issues and presenting them at WBR to InPost and Collect+
• Support with the administration of root cause analysis process.
• Sponsorship of high-level complaint reduction initiatives.
• Troubleshoot and resolve service issues at PUDO points in a timely manner.
• Flag and escalate service disruptions, delivery delays or partner issues.
• Produce ad hoc MI reports to support the PUDO Senior Manager, working in collaboration with insight team members as required.
• Support with network change programmes (suspending PUDOs, opening new PUDOs) and ensuring that sites are prepared for changes working with Collect+)
• Support the onboarding process for new PUDO partners by coordinating set up and basic training with Collect+
• To support with monitoring of MI received from suppliers
• Log and track incidents, escalations and feedback to improve service quality.

What you need to show us

This is a great opportunity to work with a fast-growing industry and innovative company. The role will suit an individual seeking their next challenge within a commercial environment with a real passion for Customer experience and interest to develop within the company. You will be proactive, a strong communicator and display a positive attitude with a natural ability to provide excellent service. You will need to demonstrate the below skills/ experience:

• Excellent analytical skills.
• Experience of using data from CRM systems
• Commercially astute.
• Proven ability in dealing with and presenting to senior management teams.
• Experience of working within a highly competitive and pressurised operating environment.
• Strong collaborative approach, with good understanding of when to support partners and when to challenge.
• Computer literate across all Microsoft Office packages, in particular Excel and Powerpoint
• Excellent communication skills (written and verbal), with the ability to communicate actionable insights and provide recommendations to the wider business across all stakeholder levels.
• Financial experience would be advantageous but not essential.
• A good understanding of the B2B and B2C UK parcel market and e-commerce market would be highly beneficial but not essential

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.

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
More time for you to relax, explore, and enjoy life.

🌟 Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

🌍 Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

👶 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

🐶 Bring Your Dog to Work Day (Every Friday)
Make every Friday pawsitively amazing!

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.