Network Quality Manager

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a ­­­­Network Quality Manager to join our Quality and Security 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 thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel. At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. 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 with high ambition – we collaborate, innovate, support each other, and leave egos at the door. About the role: At InPost, we’re transforming the way parcels move — and customer experience sits at the heart of everything we do. As our Network Quality Manager , you’ll play a key role in driving operational excellence across our growing network, ensuring we consistently deliver against SLAs while continuously improving processes and performance. Working closely with teams across hubs, depots, and central functions, you’ll help shape a culture of efficiency, accountability, and customer-first thinking, while supporting key business initiatives and long-term growth What you’ll be doing: Driving Performance & Quality Monitor and improve SLA performance across the network, identifying trends and areas for improvement Conduct root cause analysis and implement action plans to enhance operational performance Produce clear, data-driven reports to support decision-making and business insights Collaboration & Stakeholder Management Build strong relationships with internal teams including Operations, Commercial, Finance, IT, and PMO Partner with depot and regional teams to identify efficiencies and improve processes Act as a key point of contact for operational performance and quality-related initiatives Continuous Improvement & Projects Lead and support projects focused on improving systems, processes, and customer experience Develop best practice guidelines and training materials for operational teams Identify opportunities to reduce loss, improve efficiency, and support scalable growth Customer Focus Champion a customer-first culture across all operational activities Ensure all interactions and processes are aligned to delivering excellent service standards Support resolution of operational issues with a proactive and solutions-focused mindset What we need from you: 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 operations, quality, or performance management within a fast-paced environment Strong analytical skills with the ability to interpret data and drive actionable insights Proven ability to manage stakeholders across multiple functions and levels Experience working with SLAs, KPIs, and continuous improvement initiatives A proactive, solutions-focused mindset with strong organisational skills Confidence in leading projects and driving change across operational teams We love to reward our people for the great work they do: 🪴 Build a secure future with a competitive Pension Scheme 🌟 Peace of mind with Life Insurance 🚴 Stay active with our Cycle2Work scheme 🤝 Get the support you need with our Employee Assistance Program 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.