Central Operations Coordinator

HIVED; Greater London; Presencial; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dynamic hybrid working

EMI options scheme

Team lunches

Descripción de la vacante

HIVED, a London-based climate-tech startup, is hiring a Central Operations Coordinator for our Delivery Quality & Integrity team. You will review parcel journeys, delivery evidence and cases, deciding on reimbursements and liabilities according to policy.

This focused, high-volume role requires meticulous attention to detail, the ability to work independently, and a steady pace while maintaining quality. Previous experience in logistics or customer support is useful but not essential.

Formación

• Previous experience in customer support, claims, logistics, or e-commerce is useful but not essential.

Responsabilidades

• Review parcel journeys, delivery evidence and operational data.
• Approve or reject claims against clear policies and rules.
• Determine reimbursement and liability where applicable.
• Review and categorise customer contacts.
• Record clear, accurate outcomes in our systems.
• Manage a high volume of cases without sacrificing quality.
• Escalating genuinely unclear or unusual cases.
• Spotting opportunities to improve how the work is done.

Conocimientos

Attention to detail

High workload capacity

Independent worker

Decision making with evidence

Fast learner

Descripción del empleo

About HIVED

At HIVED, we’re steamrolling forward as one of Europe’s fastest growing startups, and our momentum shows no signs of slowing.

Based in London, we are a climate and logistics start-up building the first sustainable parcel delivery network at scale, powered by a 100% electric fleet. In an ever-growing industry where unreliable service has long been the norm, HIVED has been built from the ground-up to meet the demands of modern consumers and disrupt parcel delivery.

A tech company at heart, our talent and technology is laser-focused on delivering the best possible delivery experience for end-customers and meeting the needs of our retail partners. From our drivers to our data engineers, we are constantly working to improve this customer experience that makes us deliver better.

Already trusted by leading international brands such as John Lewis, Nespresso, Uniqlo, H&M brands and more, we are solidifying our position as the leaders in Europe to tackle this growing market.

Our tight-knit team is made up of ex-Revolut, Bain, HelloFresh, ASOS, Apple and Google employees, and we are backed by some of Europe’s leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures, NordicNinja VC and the British government. We’re passionate about driving innovation and redefining the future of delivery.

Our Values

• We Are Kind - Kind to the planet, our team and our partners. We listen with purpose, leave our egos at the door and aren't afraid to make difficult decisions. We must never confuse kindness with being "nice" - it requires us to be fair, consistent, honest, thoughtful and compassionate.




• We Are Tenacious - We fight every day to keep the customer promise, for every parcel entrusted to us. No matter how hard it gets or whatever stands in our way, we are relentless in our pursuit of excellence.




• We Are Curious - We never settle, constantly challenge convention and are never afraid to ask why. We believe there is always more to learn, always a better way, and that we're always only just getting started. We never fight the urge to be inquisitive, to understand the world around us and to explore where others might not.




• We Are Resourceful - Our planet's resources are scarce and our future depends on our ability to use them wisely. Waste is the enemy. We strive to do more with less, be more efficient and make the most of what we have.

Role Overview

We’re looking for a Central Operations Coordinator to join our Delivery Quality & Integrity team.

This is a high-volume operational role focused on two core areas:

• Claims for reimbursement: reviewing delivery evidence and deciding whether a shipper should be reimbursed, including where financial responsibility should sit.




• Customer contacts: reviewing cases where a recipient has contacted the shipper about their delivery, understanding what happened, and categorising the cause accurately.

The work is detailed, repetitive and fast-moving. You’ll need to make a large number of accurate decisions every day while keeping quality consistently high.

This role is best suited to someone who likes having a clear workload in front of them, getting their head down and working through it properly.

What you’ll be doing

• Reviewing parcel journeys, delivery evidence and operational data.




• Approving or rejecting claims against clear policies and rules.




• Determining reimbursement and liability where applicable.




• Reviewing and categorising customer contacts.




• Recording clear, accurate outcomes in our systems.




• Managing a high volume of cases without sacrificing quality.




• Escalating genuinely unclear or unusual cases.




• Spotting opportunities to improve how the work is done.

You’ll likely be a strong fit if you:

• Have excellent attention to detail.




• Work hard and stay focused when the workload is large.




• Are comfortable with repetitive work and high case volumes.




• Can make consistent decisions using evidence and clear rules.




• Learn quickly and respond well to feedback.




• Take ownership of your work and care about getting things right.




• Are comfortable working independently for significant parts of the day.




• Naturally look for ways to become faster and better without cutting corners.

Previous experience in customer support, claims, logistics, e-commerce or another operational environment is useful, but not essential.

What success looks like

• Accurate, consistent decisions.




• High volumes processed efficiently.




• Minimal errors or rework.




• Strong ownership of your workload.




• Confidence in making decisions without unnecessary escalation.




• Continuous improvement in both speed and quality.

This is a focused role with a lot of responsibility and a clear standard: do the work well, do it consistently, and keep getting better.

How we reward our team

• Dynamic hybrid working environment with a diverse and driven team




• Huge opportunity for learning in a high growth environment, with progression opportunities based on success in the role




• 25 days of holiday allowance plus public holidays




• 1 Birthday Day Off + 2 Tenure-Based Additional Days Off




• Subsidised Private Medical Insurance including dental, vision & mental health therapy




• Bi-annual performance reviews and tailored development plans




• Competitive salary + EMI options scheme




• Annual compensation review




• Team lunch provided once a week




• Quarterly team socials and annual sports day (HIVED Olympics)




• Enhanced maternity/paternity/adoption policy as day 1 right




• Community volunteer days




• Cycle to work scheme




• Dog friendly office and depots




• MacBook Air or Windows Laptop (depending on your preference)

Want to learn more?

• HIVED is B Corporation certified




• HIVED is #7 on The Sunday Times Tech 100




• Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network




• Check the Impact Reports for 2024 and 2025




• Keep up with HIVED here