Driver amp Customer Support Manager

4 weeks ago

London, United Kingdom HIVED Full time

About HIVED

The world needs logisticssolutions that are better for people and the environment and thatswhere HIVED comes in. We are a Londonbased climate and logisticsstartup building the first emissionfree parcel delivery network atscale powered by a 100% electric fleet. A tech company at heart wehave built a modern tech stack novel inhouse routing and decisionengines apps and data stack plus are now shipping for over 100brands including ASOS Zara Karen Millen andmore.

Our tightknit team is made up of exRevolutBain GoPuff ASOS Apple HelloFresh Amazon and Google employees andwe are backed by some of Europes leading investors and VCs inclimatetech logistics and mobility including Planet A VenturesMaersk Growth Pale Blue Dot VC Eka Ventures and the Britishgovernment.


RoleOverview

We are looking forcandidates who are customer first and thrive under pressure to joinHIVED as a Driver & Customer Support Manager. This role isfocused on building out HIVEDs world class customer experienceliaising directly with customers and working closely with ourdelivery team to ensure we provide a reliable industry leadingdelivery experience. You will be expected to think on your feetwhile also making business critical decisions and no day will bethe same.

This role is a good fit for someonewith a customer service background who is looking to add anotherdimension to their experience; you will not be solely managingcustomer communication but also exposed to our daily operations anddriver team working in coordination to rapid fire problem solve.

The potential for growth in this role is high ifyou are a respectful communicator committed team player andproactive problem solver. You will play a key role in shaping theHIVED customer service experience and developing the team furtheras we grow to become the UKs most loved delivery network.

Please note that this is a shiftbased role. Youwill work a 4on4off pattern (4 days of work followed by 4 days offto rest and restore). Shifts are 12 hours in length rotatingbetween 7am7pm and 12pm12am. The right candidate is comfortablewith this kind of schedule and the necessary travel to and from ourNorth Woolwich depot (London E16).


Responsibilities
  • Manage a small team of driver andcustomer support team members leading on coordination and alignmentof teams and tasks
  • Manage daily customerservice issues and support needs communicating in HIVEDs tone ofvoice and setting a high standard for our customer serviceexperience
  • Provide support and guidance to ourdriver team on proper delivery protocol and issues encountered onthe road
  • Coordinate with our delivery andsortation teams to ensure the whole delivery cycle is resourced inthe most efficient way possible
  • Report on dailyperformance using our different softwaretools

Qualifications
  • People management experiencepreferred
  • Diligent trustworthy and very levelheaded under pressure
  • Proactive in quicklyresolving issues and suggesting improvements for futuredevelopments
  • An exceptional eye for detail andable to manage many different tasks atonce
  • Comfortable using and adapting to multipledifferent software systems
  • Outstandinganalytical skills and a datadrivenmindset
  • Passionate about the HIVED mission andsustainability moregenerally

How wereward our team
  • Dynamic workingenvironment with a diverse and driven team
  • Hugeopportunity for learning in a high growth environment withprogression opportunities based on success in therole
  • 18 days of holiday allowance plus publicholidays (total time off is equivalent to our standard 25 days dueto the 4on4off pattern)
  • Wellbeing initiativesincluding three wellbeing days in addition toholidayallowance
  • Weekly team lunch and regularcompany socials
  • Enhancedmaternity/paternity/adoptionpolicy


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