About us We are the UK’s leading delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK. We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to delivery excellence to our customers. We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeded both our business and personal development goals. We are a ‘family’ of uniquely different people with strengths in the areas we work in and always have the opportunity to be curious to enhance ourselves. We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be. About the Role We are seeking an Implementation Support Executive to be the go-to expert for customers using our online tracked services portal. In this hands-on, varied role, you’ll troubleshoot issues, manage change requests, and set up new services to ensure everything runs smoothly. You’ll collaborate with customers, internal teams, and third-party OMS/WMS systems, deliver system demonstrations and training, and help customers optimise how they dispatch and manage their orders. If you’re ready to take on a dynamic, customer-focused role and make an impact from day one, we’d love to hear from you. Apply today and join our team of experts helping customers get the most out of our tracked services. Job Opportunity Key Responsibilities Manage and resolve internal and external customer queries via the ticket system within SLAs Log and update support tickets accurately, ensuring correct categorisation Deliver webinar demonstrations and training on Web Despatch Manage and test change requests via Jira and the Cherwell ticket system Set up additional Web Despatch users and configure email notifications Support customers with issue resolution across API and manual dispatch services Escalate technical issues to 3rd line support where required Assist with OMS updates and new service implementations Provide occasional support to the field implementation team Company Benefits Annual leave enhanced with long service. Company Pension Long service rewards: both financial and leave-based. Health cash plan. Life assurance scheme. Critical Illness cover Access to our prestige benefits and rewards portal. Career development opportunities. Access to a well-established Employee Assistance Programme provider. And other excellent benefits you'd expect from a market leader. Essential Skills Skills & Experience Strong communication skills with the ability to work with stakeholders at all levels Excellent organisation and problem-solving skills High attention to detail and ability to manage multiple priorities Relevant experience in a similar role Experience within the postal/parcel industry or fulfilment software platforms is desirable Understanding of OMS/WMS systems within e-commerce would be advantageous.