Driver amp Customer Support Manager

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 Driver & Customer Support Manager. 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

• Manage a small team of driver and customer support team members leading on coordination and alignment of teams and tasks
• Manage daily customer service issues and support needs communicating in HIVEDs tone of voice and setting a high standard for our customer service experience
• Provide support and guidance to our driver team on proper delivery protocol and issues encountered on the road
• Coordinate with our delivery and sortation teams to ensure the whole delivery cycle is resourced in the most efficient way possible
• Report on daily performance using our different software tools

Qualifications

• People management experience preferred
• Diligent trustworthy and very level headed under pressure
• Proactive in quickly resolving issues and suggesting improvements for future developments
• An exceptional eye for detail and able to manage many different tasks at once
• Comfortable using and adapting to multiple different software systems
• Outstanding analytical skills and a datadriven mindset
• Passionate about the HIVED mission and sustainability more generally

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 holidayallowance
• Weekly team lunch and regular company socials
• Enhanced maternity/paternity/adoption policy