Helpdesk Coordinator

InPost UK

. Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system .

Posted 10/27/2026full-timeHemel Hempstead • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong organizational and process-oriented capabilities, effectively managing multiple priorities while maintaining high attention to detail. Proficient in customer service and issue resolution, with excellent communication skills and the ability to take ownership of tasks.

Highest-signal resume keywords

Ticketing System ExperienceCustomer Service SkillsOrganizational SkillsProblem-Solving SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Highly OrganisedProcess OrientedTime ManagementCritical ThinkingAttention to Detail

Tools & Technologies

JIRAEAMServiceNow

Industry Keywords

Ticket ManagementIssue ResolutionLocker NetworkCompliancePerformance Monitoring

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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 and discuss potential fix outcomes with teams
Act as the primary contact for reported faults affecting the locker network
Build and maintain relationships with maintenance engineers and internal teams
Prepare and send daily reports, including managing the planned downtime list
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 locker capacity to meet customer demands
Respond to queries and allocate works via email and ticketing software; this is not a call centre or IT support role

Requirements

What you’ll need

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
Hours are 8:30 - 5:30 (40hr work week)

Benefits

Comp & perks

Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
AXA Health Care
Work from Anywhere – 4 Weeks per year
Enhanced Parental Leave
Rail Loan with interest free repayment over the year
Volunteering Days
Hybrid Working (Role suitability dependent)