Customer Operations Executive

ABOUT LITTA

Litta is a VC-backed Waste-Tech startup disrupting how the UK handles bulky waste removal. Were mission-led tech-forward and growing fast connecting customers with vetted waste carriers through a seamless digital platform. This is a great time to join: youll have real ownership make a real impact and be part of building something that matters.

THE ROLE

Please note this is a role working compressed hours: 4 days a week 07:0018:00 (including 1 hour unpaid lunch) working Saturday Sunday Monday and Tuesday.

Customer Operations Executive sits at the intersection of customer experience and operational delivery. Monday and Tuesday youre in CS: handling inbound calls emails and live chat owning your contacts end-to-end and holding the standard the team works to. Saturday and Sunday youre the operational point of contact on shift responsible for the real-time allocation of customer jobs to carrier partners matching capacity geography and timing to get the right vehicle to the right job every time. This role suits someone who wants to understand how the whole operation works not just one part of it.

WHAT YOULL BE DOING

Customer Service

• Handles inbound calls emails and live chat to resolution owning the customer experience from first contact to close
• Logs every contact accurately and immediately no backlogs no gaps in the system of record
• Resolves the majority of contacts independently escalating to the CS Manager where genuinely needed rather than by default
• Holds the quality standard across every channel tone accuracy and speed every time
• Manages customer expectations clearly and professionally keeping communication warm even when the answer isnt what they wanted

Allocations & Live Operations

• On weekends owns the real-time allocation of customer jobs to carrier partners matching capacity geography and timing to get the right vehicle to the right job every time
• Monitors live jobs throughout the shift intervening proactively when coverage gaps or delays emerge before they become a problem
• Flags UTFil risks early never sits on a job thats at risk of not being fulfilled
• Communicates with carrier partners directly and professionally maintaining the relationship while keeping jobs moving
• Keeps all job statuses accurate in real time throughout the shift and hands over cleanly nothing left in the air

WHAT WERE LOOKING FOR

Skills

• Exceptionally organised and detail-oriented comfortable keeping multiple threads moving simultaneously without letting anything slip
• Strong communicator across written and verbal channels clear calm and professional whether handling a customer contact or coordinating with a carrier partner
• Quick to pick up new systems tools and processes and takes responsibility for building that knowledge independently
• Cool-headed under pressure when things move fast or go wrong you stay focused communicative and solution-first
• Emotionally perceptive in customer-facing situations reads where someone is coming from and responds in a way that rebuilds trust not just closes the contact
• Commercially aware understands that getting jobs covered isnt just about availability; its about doing it in a way that works for the business

Behaviours

• Full Ownership: You dont hand things off and hope. Whether its a customer contact or a live job on your allocation board its yours until its resolved and resolved properly.
• Calm in the Chaos: Weekends move fast. You dont rattle when things stack up; you prioritise communicate and get on with it without needing someone to tell you what to do next.
• Straight Talker: You say what you mean to customers to carrier partners to the team. No vague non-answers. If theres a problem you flag it clearly and early rather than hoping it resolves itself.
• Sweats the Detail: You notice what others miss. A job logged incorrectly a contact not followed up a carrier confirmed but not updated you catch it. The operation runs on accuracy and you take that seriously.
• Team First: You understand your role sits across two functions and you make both better for being in them. You share what you know flag what youve seen and hand over in a way that sets the next person up to succeed.
  

ROLE SUCCESS METRICS

• QA scores consistently at or above the team standard within the first 4 weeks across all CS channels
• Zero unresolved contacts or open jobs left without a clear status at end of every shift
• UTFil rate on weekend allocation shifts at or below the team target no jobs lost due to missed allocation windows
• Contact logging accuracy every call email and chat recorded correctly in the system of record same shift
• Positive feedback from both CS Manager and Fulfilment team on handover quality and cross-function reliability

Required Experience:

Junior IC