Operations Executive

Operations Executive

Wembley, London

Full time (Monday to Sunday availability needed)

£26,500 to £27,500 per annum

About Shift:

Shift is a rapidly expanding marketplace that’s transforming the logistics industry. We’re on a mission to revolutionise how goods move from point A to point B, leveraging innovative technology to deliver smarter, faster, and more efficient delivery solutions. Trusted by some of the most well-known brands, Shift powers cutting-edge logistics that enhance convenience and flexibility for all users.

At Shift, you’ll join a dynamic, forward-thinking team committed to redefining logistics and unlocking new opportunities in an ever-evolving market.

Overview of the role as an Operations Executive:

This is an exciting opportunity to play a vital role in enhancing our customer experience. As an Operations Executive, you'll not only help solve immediate issues but also contribute to shaping long-term improvements.  This role supports operations for our store-to-home and locker deliveries with one of our well known retail partners. Based on-site, you will play a critical part in ensuring operational success as we grow.

If you're passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!

Responsibilities as an Operations Executive:

• Overseeing store-to-home and locker delivery operations.
• Coordinating with self-employed drivers using our internal tech for route management and adjustments.
• Being the day-to-day liaison with the client team in store, supporting them with problem solving and representing the Shift brand in a positive way 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.
• Analyse 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.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.

To be successful as an Operations Executive, we are looking for the following attributes and experience:

• 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 organisational 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.

Why join Shift?

• Plenty of benefits such as 25 days annual leave and enhanced MAT and PAT pay.
• At Shift, we’re all about personal growth, development, and creating opportunities.
• Collaborative working environment, working within cross functional teams across the business group.
• We are focused on finding solutions for our customers, drivers and partners through the use of technology.
• Ambitious, flexible and challenging culture.
• You will have a direct impact on the growth of the business – we will always need and want you to bring ideas to the table!

If you have the drive and determination to make an impact on a growing business, apply now!