Operations Executive

2 weeks ago

Croydon, United Kingdom SHIFT. Full time

Overview of the Role Operations Executive at SHIFT responsible for enhancing customer experience and supporting store‑to‑home and locker deliveries with a well‑known retail partner. Location & Salary Location: Croydon, London | Salary: £25,500 to £27,500 per annum | Employment type: Full‑time Responsibilities Oversee store‑to‑home and locker delivery operations. Coordinate with self‑employed drivers using internal tech for route management and adjustments. Act as day‑to‑day liaison with the client team in store, representing the SHIFT brand positively at all times. 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. Analyze 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. Qualifications 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 organizational 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. Benefits 25 days annual leave and enhanced MAT and PAT pay. Opportunities for personal growth, development, and creating opportunities. Collaborative working environment across cross‑functional teams. Focus on solving challenges for customers, drivers, and partners through technology. Ambitious, flexible, and challenging culture. Direct impact on business growth – bring ideas to the table Apply Now If you have the drive and determination to make an impact on a growing business, apply now #J-18808-Ljbffr

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