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!
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