Logistics Operations & Customer Experience Lead

Internetwork Expert; Greater London; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

Enhanced MAT and PAT pay

Job summary

Shift is a rapidly expanding marketplace transforming the logistics industry. As an Operations Executive in London, you will play a vital role in enhancing customer and driver experiences, handling queries by email and phone, and supporting real-time operations.

You’ll analyse feedback, identify trends, and work with internal teams to implement long-term improvements. A proactive mindset and ability to manage multiple priorities in a fast-paced environment are essential.

Qualifications

• Handle customer queries with professionalism and clarity.
• Analyse customer feedback and service trends to identify patterns and recommend improvements.
• Meet internal and external SLAs and respond promptly to inquiries.

Responsibilities

• Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
• Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
• Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
• Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
• Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.

Skills

Customer service

Problem solving

Communication

Time management

Analytical skills

Independence

Job description

Shift is a rapidly expanding marketplace transforming the logistics industry. As an Operations Executive in London, you will play a vital role in enhancing customer and driver experiences, handling queries by email and phone, and supporting real-time operations.

You’ll analyse feedback, identify trends, and work with internal teams to implement long-term improvements. A proactive mindset and ability to manage multiple priorities in a fast-paced environment are essential.