Job Overview
This role is responsible for delivering a high-quality monitoring and support service for parcel management operations. The primary focus is responding to Zendesk tickets raised by end users who are unable to locate parcels delivered to designated parcel rooms.
You will investigate each case thoroughly, using CCTV systems to trace parcels from the point of delivery through to their final recorded location within the parcel room. Accurate tracking, attention to detail, and clear communication with customers are essential to resolving queries efficiently.
In periods with low ticket volumes, you will proactively monitor systems and collaborate closely with the Support team to ensure smooth operational continuity. This includes supporting the setup, administration, and ongoing management of CCTV (VSS) and alarm monitoring systems.
Additionally, you will contribute to basic CCTV alarm monitoring activities in conjunction with the central Operations team, ensuring timely identification and escalation of any issues. This is a dynamic, overflow-style role that supports multiple departments. Success in this position requires strong organisational skills, adaptability, and excellent communication, with the ability to manage competing priorities effectively.
Responsibilities
Monitor and respond to incoming Zendesk tickets within agreed SLAs
Investigate and resolve issues raised by customers regarding missing parcels
Provide clear, timely, and professional updates to end users
- Parcel Tracking & Investigation
Use CCTV systems to trace parcels from delivery through to final location
Identify discrepancies and support resolution of lost or misplaced items
Maintain accurate records and evidence for each investigation
Continuously monitor parcel room systems and associated platforms
Proactively identify and escalate potential issues or irregularities
- CCTV & Alarm System Support
Assist with the setup, configuration, and administration of CCTV (VSS) systems
Support ongoing monitoring of CCTV and alarm systems
Provide basic alarm monitoring support alongside the Operations team.
Work closely with Support and Operations teams
Provide overflow support across departments during peak demand
Share insights and updates to improve processes and service delivery
- Customer Service Excellence
Deliver a high standard of customer service at all times
Handle sensitive situations with professionalism and attention to detail
Experience
- Valid SIA Licence for Public Space CCTV, Door Supervisor or Guarding is required.
- Office 365
- Strong organisational and administrative skills
- Excellent communication skills, both written and verbal
- Problem-solving mindset with good attention to detail
Hours
Monday - Friday
09:00 - 17:00
1 hour unpaid break.
Join us as a Parcel Monitoring and Support Operator where your energy, skills, and dedication will drive our logistics success!
Pay: £24,752.00 per year
Benefits:
Work Location: In person
