Customer Service Operations Associate

About HIVED

The world needs logistics solutions that are better for people and the environment and thats where HIVED comes in. We are a Londonbased climate and logistics startup building the first emissionfree parcel delivery network at scale powered by a 100% electric fleet. A tech company at heart we have built a modern tech stack novel inhouse routing and decision engines apps and data stack plus are now shipping for over 100 brands including ASOS Zara Karen Millen and more.

Our tightknit team is made up of exRevolut Bain GoPuff ASOS Apple HelloFresh Amazon and Google employees and we are backed by some of Europes leading investors and VCs in climatetech logistics and mobility including Planet A Ventures Maersk Growth Pale Blue Dot VC Eka Ventures and the British government.

Role Overview

We are looking for candidates who are customer first and thrive under pressure to join HIVED as a Customer Service Operations Associate. This role is focused on building out HIVEDs world class customer experience liaising directly with customers and working closely with our delivery team to ensure we provide a reliable industry leading delivery experience. You will be expected to think on your feet while also making business critical decisions and no day will be the same.

This role is a good fit for someone with a customer service background who is looking to add another dimension to their experience; you will not be solely managing customer communication but also exposed to our daily operations and driver team working in coordination to rapid fire problem solve.

The potential for growth in this role is high if you are a respectful communicator committed team player and proactive problem solver. You will play a key role in shaping the HIVED customer service experience and developing the team further as we grow to become the UKs most loved delivery network.

Please note that this is a shiftbased role. You will work a 4on4off pattern (4 days of work followed by 4 days off to rest and restore). Shifts are 12 hours in length rotating between 7am7pm and 12pm12am. The right candidate is comfortable with this kind of schedule and the necessary travel to and from our North Woolwich depot (London E16).

Responsibilities

Customer Service Management:

• Serve as the primary point of contact for addressing daily customer inquiries concerns and support needs
• Utilise HIVEDs unique tone of voice to communicate effectively with customers ensuring a consistently exceptional standard of service
• Uphold high standards of quality care and integrity in every interaction actively safeguarding the companys reputation as a trusted delivery provider

Driver Team Support:

• Offer continuous support and guidance to the driver team acting as a resource for proper delivery protocols and troubleshooting issues encountered on the road. Drivers are at the frontline of our business and we want to feel supported
• Foster a culture of excellence and professionalism among drivers empowering them to represent HIVED with dedication in every delivery

Operational Coordination:

• Collaborate closely with the delivery and warehouse teams to optimize the entire delivery cycle
• Ensure that resources are allocated efficiently to meet delivery demands orchestrating seamless coordination between different operational functions
• Proactively identify bottlenecks and implement creative solutions to enhance the overall efficiency of service delivery and our customer experience process

Performance Reporting:

• Generate comprehensive daily performance reports using various software tools
• Analyse key metrics to assess operational effectiveness and identify areas for improvement
• Provide actionable insights to inform strategic decisionmaking and drive continuous improvement initiatives across the organisation

Qualifications

• Resilient & Trustworthy: Maintain composure under pressure ensuring adherence to standards
• Proactive Problem Solver: Identify issues swiftly suggesting improvements for efficiency
• DetailOriented MultiTasker: Manage multiple tasks with precision and focus
• TechSavvy & Adaptable: Comfortable with various software systems quick to learn new tools
• Analytical Thinker: Extract actionable insights from complex data driving informed decisions
• Passionate Advocate: Believe in HIVEDs mission and sustainability goals
• Collaborative Team Player: Thrive in diverse dynamic and fast paced environments

How we reward our team

• Dynamic working environment with a diverse and driven team
• Huge opportunity for learning in a high growth environment with progression opportunities based on success in the role
• 18 days of holiday allowance plus public holidays (total time off is equivalent to our standard 25 days due to the 4on4off pattern)
• Wellbeing initiatives including three wellbeing days in addition to holiday allowance
• Weekly team lunch and regular company socials
• Enhanced maternity/paternity/adoption policy