Customer Experience Specialist, InPost
£28-32k
2-3 days a week in office
Parcel locker service
Job no longer available
Parcel locker service
201-500 employees
Job no longer available
£28-32k
2-3 days a week in office
201-500 employees
Company mission
To switch up the status quo and become the UK’s leading out-of-home business. We’re bringing freedom to anyone with a parcel.
Role
Who you are
- Outstanding Customer Service skills
- Experience in complaint & escalation handling
- Impeccable attention to detail
- Self-motivated and highly organised
- Skilled relationship builder, with internal and external stakeholders
- Strong Google Sheets skills a benefit
- Zendesk experience preferred
- Contact Centre experience preferred
What the job involves
- Handling Escalations from InPost Customers
- Responding to Customer feedback via TrustPilot
- Investigating and responding to Claims
- Cross-functional and strategic project support
- Analysing data and making recommendations for improvement
- Optimising our processes for simplicity and customer-centricity
- Documenting everything in accessible and informative guides
Salary benchmarks
Our take
One of the key friction points of modern e-commerce remains delivery. In addition to rising costs and the logistical challenges of next-day service, missed collections and deliveries cost UK e-commerce businesses more than £1.6b every year. For consumers, it's similarly frustrating to have to wait in for parcels all day – or frequently miss deliveries whilst out at work.
InPost is disrupting the logistics industry with a network of conveniently placed smart parcel lockers that enable consumers to easily receive and return packages from online retailers. It has already set up over 5000+ smart lockers, and partnered with 200+ leading retail partners like Vinted, ASOS & Zara.
InPost's appeal has soared in the aftermath of the pandemic, as the business has been able to offer completely contact-free deliveries and collections for consumers. However, a few years on, the deliveries are being phased out in favour of the more profitable smart lockers. InPost has capitalised on its success by completing several important acquisitions and partnerships with the likes of Vinted and Menzies in 2023. As the popularity of contact-free options appears to continue, InPost offers a well-established and feasible option.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 🌟 Vitality Health Care: Stay healthy and happy with our top-notch health coverage.
- 💼 Home Office Set Up (Incl. Screen, Keyboard & Mouse): Work from home like a pro with our all-inclusive setup.
- 🌍 Volunteering Day: Make a difference in your community on our special day for giving back.
- 🌞 Enhanced Annual Leave – 26 Days: More time for you to relax, explore, and enjoy life.
- 🏡 Hybrid Working – 2 Days from Home (Role Dependent): Strike the perfect work-life balance with flexibility.
- 👶 Enhanced Parental Leave (Paternity & Maternity): We support you during those precious family moments.
- 🏙️ Modern London Office: Great Central Location in the Heart of Oxford Circus. Enjoy our vibrant workplace with snacks, tea, and coffee.
- 🐶 Bring Your Dog to Work Day (Every Friday): Make every Friday pawsitively amazing!
- 🚊 Rail Discount: Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a 10% contribution from InPost, making your daily journey more affordable.
- 🌍 Work from Anywhere (up to 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.
Leadership
Neil Kuschel
(CEO)Also the Non-Exec Director at SparkLayer B2B and Patchworks and is a Board Advisor at Global-e.
Rafal Brzoska
(Founder)Also the CEO of Integer.pl. Previously a Shareholder of QIWI Post.
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