Operations & Customer Experience Specialist

Shift Online; Greater London; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

MAT and PAT pay

Job summary

Shift is seeking an Operations Executive in London to enhance customer and driver experience. You will handle queries via email and phone, ensuring timely responses and SLA adherence, while contributing to process improvements.

The role is full-time, requiring availability five days per week between 7am and 9pm, with salary between £26,500 and £28,000 per annum. Join a fast-growing logistics tech team and grow with us.

Qualifications

• Handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills.
• Proven track record of problem solving with a proactive mindset.
• Excellent organisational and time management skills.
• Ability to remain calm under pressure and pursue continual learning.
• Analytical skills to identify trends and drive process 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 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.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Time management

Analytical skills

Job description

Shift is seeking an Operations Executive in London to enhance customer and driver experience. You will handle queries via email and phone, ensuring timely responses and SLA adherence, while contributing to process improvements.

The role is full-time, requiring availability five days per week between 7am and 9pm, with salary between £26,500 and £28,000 per annum. Join a fast-growing logistics tech team and grow with us.