Client Support Manager

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 ­­­­Client Support Manager to join our Customer Success 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 5000+ smart lockers, 200+ leading retail partners like Vinted, ASOS, Zara and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. 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 and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

About the role:

This role will play a key part in supporting our live strategic retail partners, acting as the dedicated point of contact for retailers into the Customer Success team

Reporting: Monitoring and reporting service performance results to key stakeholders both internal and external

Support: Resolving client issues, requests and enquiries in a timely manner. Working in partnership with our internal teams to identify the issue at hand and provide a solution for the client.

Cross-team collaboration: Acting as the main link into the commercial team from the Logistics and Customer Support

Working cross-functionally you will be tasked with owning the daily and weekly performance responsible for the identification of the root causes of adverse performance and proposing corrective action plans to be incorporated.

What you’ll be doing:
Reporting: Using a combination of data and business understanding to turn data into insight, root causing issues and defining problems and opportunities for key clients, across our product set

Holding regular performance meetings with key account managers (and often key strategic clients)

Building and improving client performance management processes

Provide key clients with exceptional support on issues, requests and enquiries alongside the Customer Success team to satisfy the clients needs

What we need from you:

• Strong commercial acumen
• Bias for action
• Strong data analytics and Excel skills
• Exceptional interpersonal skills - the ability to build & maintain first-class relationships with service stakeholders at all levels of the organisation and with external partners
• Relevant professional experience (e.g. exposure to e-commerce, logistics and or delivery)
• Proactive mindset and an ability to continuously iterate and improve

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.

We’d be particularly excited to hear from you if:

• Experience in fast-paced eCommerce business
• Knowledge of PBI or Power Apps

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 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 commute more affordable.

🌳 Volunteering Day
Take a paid day to make a difference in your community

More Perks...

🏡 Hybrid Working (Role suitability dependent)
We innovate, collaborate and optimise by coming together 2-3 days per week in the office

💼 The Tech You Need
Work from home like a pro with the right tech set up

📚 LinkedIn Learning
Boost your skills and knowledge with endless learning opportunities.

💰 Perks at Work
Save money on life’s big and small purchases with access to local and national discounts and online classes.

🐶 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.