Customer Experience Specialist London, England
Job description
Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Customer Experience Specialist to join our Customer Experience team!
What’s our story?
At InPost we’re on a mission to be the leading out of home delivery provider in the UK. Make no mistake, out-of-home delivery is set to reshape e-commerce and we’re at the forefront. As the era of cheap home deliveries comes to an end, we’re pushing the existing boundaries with parcel lockers (and other out of home delivery methods) by providing a more convenient and sustainable solution, that becomes a seamless part of everyday life.
Our growing network of 5000 smart lockers make it easy to collect, return or send parcels in seconds – no sorry we missed you slips, no queues, no fuss, 24/7. Whether you're shopping at Tesco, taking the tube at Raynes Park or simply popping to the corner shop for milk, out-of-home delivery means logistics on your own terms.
To smash it at InPost, you need to be passionate, ego-free and up for a challenge. We’re on a journey, come join us! Those who succeed, embrace the adventure we’re on and rise to the challenge with an agility and mindset to break through barriers as we realise our ambitions.
About the role:
An exciting opportunity to join the Customer Experience team at InPost UK. We’re investing in our Customer Experience and we’re on a mission to take our Customer Care & User Experience to the highest level. This role is a crucial part of this transformation and will be tasked with turning around our trickiest complaints and restoring Customer trust in InPost.
Key Responsibilities and Duties:
- Handling tricky Escalations & Investigations
- Responding to Customer reviews on Trust Pilot
- Supporting Customers on Twitter & Instagram
- Investigating and responding to Claims
- Recommending improvements for customer-centricity
What we need from you:
- Experience in complaint & escalation handling
- Impeccable attention to detail
- Outstanding Customer Experience skills, with a clear understanding of the difference between customer service and experience
- Self-motivated and highly organised
- Strong Google Sheets skills a benefit
- Zendesk experience preferred
- Contact Centre experience preferred
The right person for the role will thrive working in a fast-paced and ever-changing environment. They will possess an inexorable passion for Customer Experience and be energised by solving problems. They consider a complaint to be a gift - it’s an opportunity to fix a problem, build trust and turn an unhappy Customer into a raving fan.
Perks of the job:
- Competitive salary of £29,000- £34,000 per annum
- 26 days holiday + bank holidays
- Dog friendly offices (each Friday)
- Hybrid working
- Annual volunteering day
- Rail discount schemes
- Private health insurance
- Enhanced paternity and maternity leave
- Flexi-benefits platform new for 2023
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 Acquisition Specialist. 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.
