Operations Executive (Wembley)

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

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

£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.

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.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.

To be successful as a n 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.
• 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!