Logistics Operations Executive — Customer Experience

Shift; 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 logistics. We are seeking an Operations Executive to enhance customer and driver experience, handling queries, solving problems, and driving service improvements.

You will work with colleagues across the business to address real-time challenges and deliver high-quality support at scale. In this role you will influence customer satisfaction and operational efficiency, supporting both end-users and drivers while adhering to time-bound SLAs.

Qualifications

• Experience handling customer queries via email and phone.
• Strong written and verbal communication.
• Proven problem-solving and proactive mindset.
• Excellent organisational and time-management abilities.
• Ability to stay calm under pressure and learn continuously.
• Analytical mindset for identifying trends and improvements.

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 quick and satisfactory resolutions.
• Address real-time queries and challenges while meeting internal and external SLAs.
• Analyse customer feedback and service trends to identify patterns and drive improvements.
• Develop and implement contact avoidance and reduction techniques to streamline processes.
• Collaborate with internal teams to address root causes of recurring issues and ensure long-term solutions.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Time management

Calm under pressure

Analytical skills

Independent worker

Logistics knowledge

Job description

Shift is a rapidly expanding marketplace transforming logistics. We are seeking an Operations Executive to enhance customer and driver experience, handling queries, solving problems, and driving service improvements.

You will work with colleagues across the business to address real-time challenges and deliver high-quality support at scale. In this role you will influence customer satisfaction and operational efficiency, supporting both end-users and drivers while adhering to time-bound SLAs.