Operations Executive (Wembley)

Shift Group Ltd; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

Shift Group Ltd is seeking an Operations Executive to enhance our customer and driver experience. You will resolve queries via email and phone, investigate issues, and drive quick, satisfactory resolutions across all touchpoints.

You will analyse service trends, propose strategies to reduce repetitive contacts, and collaborate with internal teams to tackle root causes, ensuring high standards of customer satisfaction and timely service.

Qualifications

• Handle and resolve customer queries via email and phone, ensuring a positive experience.
• Investigate and solve problems, delivering quick and satisfactory resolutions.
• Address real-time queries while adhering to SLAs.
• Analyse feedback and trends to identify patterns and reduce repetitive issues.
• Develop strategies to avoid avoidable contacts and improve processes.
• Collaborate with internal teams to address root causes and implement long-term solutions.

Responsibilities

• Act as a dedicated point of contact for customers using our delivery services, ensuring high satisfaction.
• Remain calm under pressure with a focus on personal development.
• Communicate clearly to convey information and manage expectations.
• Identify patterns and provide actionable insights for process improvements.
• Meet targets and support continuous service improvements.

Skills

Problem solving

Analytical skills

Communication

Time management

Prioritization

Independence

Learning mindset

Job description

• 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
• 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

If you’re passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!

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