Operations Executive (Wembley)

• Hours between 7am to 9pm
• This is an exciting opportunity to play a vital role in enhancing our customer and driver experience. As an Operations Executive, you’ll not only help solve immediate issues but also contribute to shaping long-term improvements. If you’re passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!
• 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

Preferred experience

• 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
• Excellent organisational and time management skills to meet targets and deadlines
• Familiarity with delivery services or logistics is a plus but not essential
• Strong verbal and written communication skills to effectively convey information and ideas
• Ability to handle customer queries with professionalism and clarity
• Proven track record of strong problem solving with a proactive mindset