Logistics Operations & Customer Success Specialist

SHIFT.; Greater London; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days leave

MAT/PAT pay

Growth opportunities

Job summary

SHIFT. is seeking an Operations Executive in London to enhance customer and driver experience. You will handle and resolve queries by phone and email, investigate issues, and ensure swift, satisfactory resolutions within SLAs.

You will collaborate with internal teams to address root causes, implement long-term improvements, and contribute to scalable, efficient delivery services. This role suits problem solvers who thrive in a fast-paced, collaborative environment and are keen to grow with Shift.

Qualifications

• Customer service experience preferred.
• Strong communication and problem-solving skills.
• Ability to manage time and priorities.

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.
• Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
• 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.

Job description

SHIFT. is seeking an Operations Executive in London to enhance customer and driver experience. You will handle and resolve queries by phone and email, investigate issues, and ensure swift, satisfactory resolutions within SLAs.

You will collaborate with internal teams to address root causes, implement long-term improvements, and contribute to scalable, efficient delivery services. This role suits problem solvers who thrive in a fast-paced, collaborative environment and are keen to grow with Shift.