AboutHIVED
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.
Role Overview
We are looking for candidates whoare customer first and thrive under pressure to join HIVED as aCustomer Service Operations Associate. This role is focused onbuilding out HIVEDs world class customer experience liaisingdirectly with customers and working closely with our delivery teamto ensure we provide a reliable industry leading deliveryexperience. You will be expected to think on your feet while alsomaking business critical decisions and no day will be the same.
This role is a good fit for someone with acustomer service background who is looking to add another dimensionto their experience; you will not be solely managing customercommunication but also exposed to our daily operations and driverteam 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
Customer ServiceManagement:
* Serve as the primary pointof contact for addressing daily customer inquiries concerns andsupport needs
* Utilise HIVEDs unique tone ofvoice to communicate effectively with customers ensuring aconsistently exceptional standard ofservice
* Uphold high standards of quality careand integrity in every interaction actively safeguarding thecompanys reputation as a trusted deliveryprovider
Driver TeamSupport:
* Offer continuous support andguidance to the driver team acting as a resource for properdelivery protocols and troubleshooting issues encountered on theroad. Drivers are at the frontline of our business and we want tofeel supported
* Foster a culture of excellenceand professionalism among drivers empowering them to representHIVED with dedication in everydelivery
OperationalCoordination:
* Collaborate closely withthe delivery and warehouse teams to optimize the entire deliverycycle
* Ensure that resources are allocatedefficiently to meet delivery demands orchestrating seamlesscoordination between different operationalfunctions
* Proactively identify bottlenecks andimplement creative solutions to enhance the overall efficiency ofservice delivery and our customer experienceprocess
PerformanceReporting:
* Generate comprehensivedaily performance reports using various softwaretools
* Analyse key metrics to assess operationaleffectiveness and identify areas forimprovement
* Provide actionable insights toinform strategic decisionmaking and drive continuous improvementinitiatives across theorganisation
Qualifications
* Resilient& Trustworthy: Maintain composure underpressure ensuring adherence tostandards
* Proactive ProblemSolver: Identify issues swiftly suggestingimprovements forefficiency
* DetailOrientedMultiTasker: Manage multiple tasks with precisionand focus
* TechSavvy &Adaptable: Comfortable with various software systemsquick to learn newtools
* AnalyticalThinker: Extract actionable insights from complexdata driving informeddecisions
* PassionateAdvocate: Believe in HIVEDs mission andsustainabilitygoals
* Collaborative TeamPlayer: Thrive in diverse dynamic and fast pacedenvironments
How we reward 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 to holidayallowance
* Weekly team lunch and regular companysocials
* Enhanced maternity/paternity/adoptionpolicy