Operations Executive (Wembley)

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

London

Full time - working any 5 out of 7 days per week

Hours between 7am to 9pm

£26,500 to £28,000 per annum

About Shift

Shift is a rapidly expanding marketplace that’s transforming the logistics industry. We’re on a mission to revolutionise how goods move from point A to point B, leveraging innovative technology to deliver smarter, faster, and more efficient delivery solutions. Trusted by some of the most well-known brands, Shift powers cutting-edge logistics that enhance convenience and flexibility for all users.

At Shift, you’ll join a dynamic, forward-thinking team committed to redefining logistics and unlocking new opportunities in an ever-evolving market.

Operations Executive

Overview Of The Role As a Operations Executive

This is an exciting opportunity to play a vital role in enhancing our customer and driver experience. As an Operations Executive, you’ll not only help solve immediate issues but also contribute to shaping long-term improvements. If you're passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!

Responsibilities As a Customer Service Executive

• 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.

To be successful as an Operations Executive, we are looking for the following attributes and experience:

• Ability to handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills to effectively convey information and ideas.
• Proven track record of strong problem solving with a proactive mindset.
• Excellent organisational and time management skills to meet targets and deadlines.
• Ability to remain calm under pressure, with a strong desire for personal development and continuous learning.
• Strong analytical skills to identify trends and develop actionable insights for process improvement.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with delivery services or logistics is a plus but not essential.

Why join Shift?

• Plenty of benefits such as 33 days annual leave and enhanced MAT and PAT pay
• At Shift, we’re all about personal growth, development, and creating opportunities
• Collaborative working environment, working within cross functional teams across the business group
• We are focused on finding solutions for our customers, drivers and partners through the use of technology
• Ambitious, flexible and challenging culture
• You will have a direct impact on the growth of the business – we will always need and want you to bring ideas to the table!