Operations Executive

The successful candidate will be a key player in maintaining the company reputation as a customer-first business operating at the highest ethical standards.

Day to Day of the role:

• Support the Head of Logistics to ensure jobs are allocated efficiently and effectively.

• Manage customer interactions, enquiries, and bookings while upholding the company’s values.

• Proactively support the Sales function by taking bookings and driving revenue.

• Resolve customer queries and complaints promptly.

• Assist Partners with job-related issues.

• Contribute to Quality Assurance Processes to monitor business performance and standards.

• Participate in Business Reporting and Compliance processes.

• Document and implement new processes as needed.

Key Daily Activities:

• Manage client communications across various channels, including web chat, email, and phone.

• Process bookings, job amendments, and cancellations in alignment with business terms and conditions.

• Monitor fleet capacity and ensure all time slots are met, communicating any changes to customers.

• Cleanse jobs and ensure they are accurately described before assignment.

• Support Collection Partners with job-related issues and ensure compliance documentation is received.

• Log and manage customer complaints, gather feedback, and maintain high customer satisfaction.

• Monitor and respond to online reviews and support carrier performance review processes.

• Review completed jobs and support internal quality assurance processes.

• Identify and resolve operational process gaps and keep the operations manual up to date.

This role requires a strong work ethic, adaptability, attention to detail, and the ability to work within a team., * Experience in an operations role is desirable.

• Strong interpersonal skills and the ability to multitask.

• Degree in a business-related subject is desirable.

• Proficiency in MS Office suite.