Operations Executive Part-time evenings and weekends

Job Description

Job Title: Operations Executive

Reporting to: Operations Manager

Working Hours: Flexible between 07:0022:00 20 hours per week). Shifts will be agreed biweekly.

Direct Reports: None

Date: March 2025

Business Unit: Business Operations

About LITTA:

LITTA is an innovative and dynamic fastgrowing VCfunded WasteTech Business that is digitally disrupting the UKs Bulky Waste Collection Sector. Our Mission is to become the UKs leading Bulky Waste Removal Service using technology to ethically and sustainably collect our customers waste using approved local waste collection partners.

Role Summary:

Business Operations is a key Function of the business and is the gatekeeper to ensuring that our service is delivered to the highest possible standards. This includes working closely with our service waste collection partners to support customer requirements and ensuring that we continually meet our brand values of being a customerfirst business operating at the highest ethical standards. Reporting directly to the Operations Manager the Operations Executive is a key role within the business. This is a varied and dynamic role requiring a strong work ethic adaptability attention to detail and the ability to work within a team. You will work with colleagues to solve any ad hoc problems that arise ensuring the seamless running of all aspects of business operations. As a digitalfirst organisation you will be responsible for identifying any recurring issues making recommendations and highlighting and logging with a view to implementing a solution. The main objective of the role is to ensure customers (both current and prospective) receive the best possible experience when using LITTA.

Role highlights include but are is not limited to:
Supporting the Head of Logistics to ensure jobs are appropriately allocated in a timely manner

Handling all customer interactions in line with the companys Values and managing all customer enquiries

Helping to drive revenue by proactively taking bookings to support the Sales function as needed

Solving problems as they arise and resolving the queries and complaints from customers

Supporting Waste Collection Partners with issues that arise on jobs

Supporting Quality Assurance Processes to monitor Business Performance and Standards

Supporting Business Reporting and Compliance processes and Compliance

Documenting processes and implementing new processes as needed

Key Daily Activities:

Client Management

Answering overflow sales calls and taking customer payments over the phone as needed.

Booking commercial (account customer) jobs using the relevant processes

Answering customer/ client questions (across multiple web chat messenger email and phone channels)

Ensuring all required communications are clear and accurate and sent in a timely manner

Processing bookings job amendments and cancellation as needed

Ensuring all processes remain aligned to Terms and Conditions of the business

Logistics

Working with the Head of Logistics to ensure that jobs are assigned to the most appropriate Collection Partners in a logical and achievable manner

Ensuring that fleet capacity is closely monitored

To ensure all time slots are met and where this may not be the case communicate with the customer

Collection Partner Management

Ensuring jobs are cleansed and accurately described before being assigned to the collection team.

Where necessary following up with the Sales team or customers to gather missing information that may impact a collection

Assisting Collection Partners with job related issues

Ensuring tipping tickets / hazardous waste notes are received from Collection Partners

Capturing Collection Partner feedback

Customer Success Quality Assurance and Compliance

Logging and managing customer complaints

Gathering customer feedback and maintaining the highest level of customer satisfaction is maintained

Logging feedback and making recommendations to improve the service

Ensuring that all (positive and negative) online reviews are monitored and responded to

Logging negative carrier feedback and support carrier performance and review processes

Reviewing completed jobs and supporting internal quality assurance processes

Ensuring all customers and clients received Compliance and job completion documentation including but not limited to Waste Transfer Notes Hazardous Waste Consignment Notes Job Cards Tipping Tickets and VAT Receipts

Other / AdHoc

Ensuring that all operational processes and fit for purpose

Identifying and resolving control gaps

Ensuring that the operations manual is kept up to date and is understood if any queries / tasks are not being described appropriately this needs to be re flagged for an update

Supporting any ad hoc requests from Management as they arise including but not limited to Social Media and brand excercies supporting Financial and debt recovery processes

Reporting and presenting to management

Supporting implementation of operational transformation initiatives

Education and Experience

Previous experience working in an operations role is desirable but not essential

Strong interpersonal skills and the ability to multitask

Educated to a degree standard in a businessrelated subject is desirable

Working knowledge of all MS Office