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Parcelly

Operations Associate - Incident & Alert Management

London , United Kingdom
full-time

AI overview

Support internal alert and incident management processes, ensure operational excellence, and drive continuous improvement while collaborating with multiple teams.

Parcelly is one of the leading technology companies in the logistics industry specialising in multi-vendor, multi-label parcel shop and micro-depot technology #FirstMile #LastMile #Logistics #Ecommerce

With more than 4,500 parcel shops (Parcelly Stations) in over 180 cities, we have been ensuring several million successful parcel collections and returns in the UK and Ireland since 2014.

We are constantly striving to expand our market presence and develop new business opportunities and services, and since 2023 we have also been expanding into Germany. We have different challenges waiting for you every day.

We are looking for a motivated and detail-oriented Operations Associate – Incident & Alert Management to join our Operations Team in London.

Are you a student or recent graduate looking to kick-start your career in operations, logistics, and technology? Do you enjoy solving problems, making data-driven decisions, and working with multiple teams? If so, we need you at Parcelly.

Our company is seeking an Associate who will play a key role in supporting internal alert and incident management processes, ensuring operational excellence, and helping drive continuous improvement across our network. You will support our operational workflows, work with our call centre partners, assist in training our AI systems, and support procurement and reporting tasks that help the entire team operate more efficiently.

As an Operations Associate, you should be willing to support different tasks within the team, work cross-functionally, and maintain a high level of accuracy, ownership, and communication.

Roles & Responsibilities

Internal Alert Management

  • Monitor internal parcel flow alerts and scanning event notifications in real time.
  • Coordinate responses between the call centre, operations team, and other internal stakeholders.
  • Analyse unusual parcel events and take informed decisions to resolve or escalate.
  • Support training of our AI engine and internal databases by classifying scanning events and verifying data quality.
  • Perform data reviews and improve alert classification accuracy.

Incident Management

  • Manage operational incidents of any kind (internal, client-related, or partner-related).
  • Ensure incident tickets are raised correctly—both directly and by encouraging the wider team to log issues consistently.
  • Structure ticket workflows with appropriate subtasks, priorities, and escalation paths.
  • Drive resolution within defined SLAs and track progress until closure.
  • Support communication and coordination between stores, partners, and internal teams.
  • Handle ad hoc urgent issues as they arise.

Client Support (JIRA)

  • Process and respond to client-raised JIRA tickets relating to parcel investigations, store reviews, or operational queries.
  • Collaborate with internal teams to resolve cases in a timely and professional manner.
  • Conduct outbound calls to stores and partners when needed.
  • Support occasional store visits for training, audits, or follow-up investigations.

Procurement Support

  • Assist the procurement lead with stock level monitoring, ordering equipment, and tracking deliveries.
  • Support procurement initiatives related to the office, operations, and new projects.
  • Help maintain accurate procurement documentation and inventory records.

Reporting & Business Review Support

  • Support data preparation for the weekly business review.
  • Maintain and optimise dashboards used across the company.
  • Provide insights on trends, operational anomalies, and incident patterns.
  • Collaborate with management to continuously improve reporting structure and data quality.

Requirements

  • Strong written and verbal communication skills.
  • Passion for operations, tech, logistics, or ecommerce.
  • Highly organised, diligent, and detail-oriented.
  • Strong analytical mindset with the ability to interpret data and propose actions.
  • Proactive and able to manage multiple tasks simultaneously.
  • Comfortable working cross-functionally and coordinating with external partners.
  • Proficiency in Microsoft Office; familiarity with tools like JIRA, Excel, or dashboards is a plus.
  • Eagerness to learn and contribute to different functions within the Operations Team.
  • 3-4 days work from office and with up to 2 days work from home.

Benefits

Modern facilities and top equipment.

  • The best serviced office spaces available
  • Compensation package including performance based elements
  • Opportunity to gain hands-on operational experience in a fast-growing logistics technology company.
  • Exposure to AI-training workflows, incident management frameworks, procurement processes, and network operations.
Parcelly

ONLINE SHOPPING HOW IT SHOULD BE Parcelly is the UK’s first and most advanced network of carrier and retailer agnostic Pick-up and Drop-off locations. Our core belief is that receiving, returning, and sending parcels should be convenient, efficient, simple, and above all Sustainable. MISSIONLaunched in 2014, we’re on a mission to transform first- and last-mile delivery through innovative technology solutions. We enable consumers to have full control over their online orders, resolve the issue of failed deliveries and reduce the environmental impact associated with failed delivery attempts and traffic congestion. We also help stakeholders along the entire supply chain to streamline fulfillment processes, speed up delivery cycles, facilitate reverse logistics and ultimately improve customer experience and satisfaction.PARCELLY IN A NUTSHELLWith a dedicated team across 3 offices in London and Frankfurt today, Parcelly converts redundant space in local shops and private households into carrier and retailer agnostic parcel storage. Our nationwide on-demand network of Parcelly business partners is dynamically managed and empowered through smart technology that allows anyone, anywhere, and at any time to access, manage and monetise on redundant space – for items as small as keys or as large as a pallet. Parcelly’s service is available to consumers through a mobile app and integrated with an ever-growing list of exciting retail and logistics brands. BRILLIANT PEOPLEParcelly is all about people. Our growing team of parcel enthusiasts strives to be the best through hard work, dedication, and team spirit, with a commitment to transform an entire industry through service quality, innovative technology, and thought leadership. Our values hold us accountable to be the very best company we can be. If you’re enthusiastic and self-motivated, we want to hear from you! AWARDED AND RECOGNISED MORE THAN 17 TIMESParcelly is at the forefront of innovation and progress in the Retail technology and Logistics industry. As UK's first carrier agnostic Omnichannel logistics start-up, we are immensely proud to have received recognition in areas such as technology, industry innovation, thought leadership, service quality, and sustainability

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