Delivery Experience Ops Lead

Shift Group Ltd; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

Shift Group Ltd is seeking an Operations Executive to enhance our customer and driver experience. You will resolve queries via email and phone, investigate issues, and drive quick, satisfactory resolutions across all touchpoints.

You will analyse service trends, propose strategies to reduce repetitive contacts, and collaborate with internal teams to tackle root causes, ensuring high standards of customer satisfaction and timely service.

Qualifications

• Handle and resolve customer queries via email and phone, ensuring a positive experience.
• Investigate and solve problems, delivering quick and satisfactory resolutions.
• Address real-time queries while adhering to SLAs.
• Analyse feedback and trends to identify patterns and reduce repetitive issues.
• Develop strategies to avoid avoidable contacts and improve processes.
• Collaborate with internal teams to address root causes and implement long-term solutions.

Responsibilities

• Act as a dedicated point of contact for customers using our delivery services, ensuring high satisfaction.
• Remain calm under pressure with a focus on personal development.
• Communicate clearly to convey information and manage expectations.
• Identify patterns and provide actionable insights for process improvements.
• Meet targets and support continuous service improvements.

Skills

Problem solving

Analytical skills

Communication

Time management

Prioritization

Independence

Learning mindset

Job description

Shift Group Ltd is seeking an Operations Executive to enhance our customer and driver experience. You will resolve queries via email and phone, investigate issues, and drive quick, satisfactory resolutions across all touchpoints.

You will analyse service trends, propose strategies to reduce repetitive contacts, and collaborate with internal teams to tackle root causes, ensuring high standards of customer satisfaction and timely service.