Hermes Parcelnet

Legal Co-ordinator

1 month ago
Job ID
Number of Positions


The UK's largest home delivery courier network, Hermes will deliver more than 270 million parcels this year on behalf of the biggest names in retail and our network of over 14,500 hard working lifestyle Couriers make this happen providing a high quality doorstep service. We employ over 2,500 people; delivering parcels to over 190 countries.


We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


How it feels to work for us:


Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.


The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


Role overview:


Sitting within the Legal team (reporting in to Legal Counsel) you will deliver end to end legal/administrative support for the service provider’s complaints Panel, ensuring that issues raised are managed effectively and efficiently across the business and identified learnings are fed back into the network.


  • Manage and fully co-ordinate the service provider complaints inbox, taking responsibility for acknowledging any concerns raised and keeping the service provider up to date on the progress of their complaint in line with agreed timescales
  • Deal effectively and efficiently with enquiries to deliver a positive customer experience, via all communication channels
  • Respond to queries and complete tasks in an accurate and timely manner
  • Log the complaints on the internal system, maintaining the integrity and quality of the data ensuring accurate entry of data into the systems at all times
  • Identify the correct Subject Matter Expert (SME) in the team to deal with the concerns correctly, providing further information where necessary and chase outcomes in line with agreed SLAs
  • Support the SME with thorough investigations where necessary
  • Pull together appropriate outcome letters (substantive and routine letters), responding to the complainant in full, sharing with the Field team involved
  • Identify alongside the SME any learnings which can be fed back to the Field
  • Co-ordinate and arrange the bi-weekly meetings, ensuring that invites are sent, rooms booked in a timely manner and copies of the log are available for attendees
  • Make a note of any agreed actions (and take minutes in the meetings and distribute these accordingly in a timely and accurate manner
  • Produce monthly and Quarterly statistical analysis for the Board and other stakeholders
  • Contribute to the development and introduction of new administrative processes and procedures to make the Panel more efficient
  • Provide other general administrative support as required
  • Liaise with other Departments within the organisation and external bodies as required to develop and maintain efficient and effective working practices
  • Undertake any additional work as directed by the Legal Counsel


  • Previous experience as an Administrator or data processor
  • Advanced MS Office skills
  • Used to handling confidential and sensitive information
  • Solution focused and flexible approach to problem-solving
  • Ability to work as part of a team and using own initiative
  • Ability to prioritise workload and manage regular interruptions to remain productive
  • Be innovative and try and find new ways of working, new processes and more efficient ways of working
  • Attention to detail and accuracy
  • Flexibility and willingness to undertake varied responsibilities
  • Ability to work on own initiative with minimal supervision
  • Excellent interpersonal and communication skills
  • Good English language skills


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