Level 2 Tech Support - Hybrid
Job reference 333051
Salary: £25,721 plus 22.5 days annual leave, rising with service, bank holidays and a company pension scheme with highly competitive contribution rates.
Employment type: Permanent, full‑time. Working pattern: Hybrid – weekend rota’d shifts.
Royal Mail is expanding its parcel locker network to provide customers with more convenient delivery and collection options. To support this growth, we’re looking for a Level‑2 Support Administrator who will play a key role in ensuring our lockers operate smoothly and efficiently. This is an opportunity to join a team at the heart of Royal Mail’s innovation, working with internal teams and external partners to resolve technical issues and deliver excellent customer experiences.
About The Role
* Respond to parcel locker faults proactively and reactively using the provided software (MINT).
* Perform basic remote troubleshooting to resolve locker issues quickly.
* Liaise with internal teams and external tech providers to diagnose and resolve software problems.
* Coordinate and administer third‑party visits for physical repairs and maintenance.
* Handle phone inquiries redirected by Customer Care and Operations teams.
* Manage locker‑related administration tasks using Excel and JIRA.
* Provide feedback for process improvements to installation and maintenance engineers.
* Support initiatives to promote and increase recognition of Royal Mail’s parcel locker network.
About You
* Strong customer focus with excellent communication skills.
* Ability to learn and apply Royal Mail locker support processes and software.
* Analytical thinker with good problem‑solving and organisational skills.
* Reliable, persistent, and able to work under pressure with good stress tolerance.
* Experience in customer service or administrative roles.
* Comfortable using tools such as Excel and JIRA for administrative tasks.
* Willingness to develop professionally and learn new systems.
* Minimum of secondary school qualifications.
Extra Benefits
* Family‑friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
* Discounts and offers – more than 800 deals to help you save on groceries, days out, holidays, and household bills*.
* Supportive and generous company sick pay.
* Wellbeing – 24/7 access to services and tools to support physical, mental, financial, and social wellbeing.
* Available only to permanent employees.
Next Steps
The next stage of the selection process will be a face‑to‑face or virtual interview consisting of competency‑based and role‑specific questions.
Royal Mail Group is committed to inclusion and represents the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please visit our website.
Closing Date: 29th December 2025. Please note, this advert may close early if the appropriate number of applications has been reached.
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