Operations Executive (Wembley)

Shift; Greater London; On-site; NOK 333,000 - 352,000; Full time

Benefits offered by this job

33 days annual leave

Enhanced MAT/PAT pay

Job summary

Shift is seeking an Operations Executive in London to enhance customer and driver experience. The role involves solving issues, improving processes, and collaborating with cross-functional teams to ensure high-quality service.

You will respond to queries by phone and email, work to SLAs, and contribute to long-term improvements in a fast-paced environment. The position is full-time with 5 out of 7 days work, offering salary between £26,500 and £28,000 per annum and a dynamic, growth-focused

Qualifications

• Ability to handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills.
• 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.

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.

Skills

Customer service

Communication

Problem solving

Time management

Analytical skills

Independent work

Logistics knowledge

Job description

Operations Executive

London

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 is 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.

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!