About the Role
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.
Responsibilities
* Respond to parcel locker faults proactively and reactively using 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 3rd‑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.
Qualifications
* 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 like Excel and JIRA for administrative tasks.
* Willingness to develop professionally and learn new systems.
* Minimum of secondary‑school qualifications.
Benefits
* Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
* Discounts and offers – more than 800 offers to help you save on groceries, days out, holidays and household bills.
* Supportive and generous company sick pay.
* Your Wellbeing – 24/7 access to services and tools to support physical and mental health, financial and social wellbeing; free for all.
* Available only to permanent employees.
Next Steps
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.
#J-18808-Ljbffr