At a Glance
- Tasks: Own daily delivery quality reviews and manage shipper claims with precision.
- Company: Join a dynamic logistics company focused on growth and innovation.
- Benefits: Enjoy 25 days holiday, private medical insurance, and team socials.
- Other info: Flexible work culture with opportunities for continuous improvement and learning.
- Why this job: Make a real impact in a fast-paced environment with clear progression paths.
- Qualifications: Strong communication skills and attention to detail are essential.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a Senior Central Operations Coordinator to own the day‑to‑day execution of delivery quality and integrity reviews across the business. This role sits within the Delivery Quality & Integrity team in Central Operations and is responsible for reviewing delivery failures, managing shipper claims, handling disputes and ensuring decisions are properly recorded and defensible. This is not a passive admin role. It requires strong attention to detail, sound judgement, urgency and the ability to manage a high daily operational workload across a diverse group of stakeholders. This role suits someone who takes pride in high standards and consistent output. Much of the work is process‑driven and recurring, but the subject matter changes regularly and requires good prioritisation, ownership and evidence‑based decision‑making. You will need to be comfortable working at pace while ensuring that decisions are fair, accurate and properly documented. There is a clear path for progression. Once you have proven yourself by handling the daily quality, claims and investigation work effectively, you will have the opportunity to take on broader projects across the wider operations team. This role requires a flexible attitude and an eagerness to learn as the company grows.
Key Responsibilities
- Delivery Quality & Integrity
- Investigation & Fault Ownership: Review delivery failures and operational exceptions across the network, investigating delivery disputes and assessing fault ownership.
- Claims & Financial Outcomes: Process shipper claims and determine appropriate financial outcomes, including reviewing tickets and managing deductions or fines where team members are found to be at fault.
- Workflow & SLA Management: Ensure claims progress from Pending to Solved within SLA expectations while maintaining inbox zero across active Loss Prevention investigations, follow‑ups and shipper communication.
- Shipper & Internal Communication
- Shipper Communication & Dispute Resolution: Respond to shipper emails and manage claim‑related communication promptly and professionally, handling dispute resolution with clear, evidence‑based explanations.
- Internal Support & Operational Clarity: Support internal teams with questions relating to claims, investigations and delivery failures, providing clarity across cross‑functional operational issues involving depots, drivers and customer outcomes.
- Continuous Improvement
- Documentation & Process Integrity: Ensure every decision is fully documented with the correct context and evidence, maintaining accurate records so disputes can be reviewed properly and protecting process integrity.
- Continuous Improvement: Identify recurring issues and flag operational risks where improvements are needed to support ongoing evolution of the operation.
Required Skills
- Strong written communication and professional email handling, combined with high attention to detail and strong administrative discipline.
- Logical decision‑making and evidence‑based judgement, with confidence to make financially sensitive decisions and a strong sense of fairness and process integrity.
- Ability to prioritise workload independently and adapt quickly when priorities change while maintaining high standards during high‑volume periods and under pressure.
- Strong personal accountability and ownership, including comfort working in a repetitive, process‑driven environment and the ability to act on direct feedback quickly.
Preferred Experience
- Previous experience in logistics or parcel operations, specifically in claims handling, dispute resolution, investigations or fraud review.
- Familiarity with operational systems such as Airtable or Zendesk, along with exposure to finance operations or cost‑control.
- A proactive interest in process improvement and operational design, with a desire to identify inefficiencies and help build more effective ways of working.
Benefits
- 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.
- 25 days of holiday allowance plus public holidays.
- 1 Birthday Day Off + 2 Tenure‑Based Additional Days Off.
- Subsidised Private Medical Insurance including dental, vision and mental health therapy.
- Bi‑annual performance reviews and tailored development plans.
- Annual compensation review.
- Team lunch provided once a week.
- Quarterly team socials and annual sports day (HIVED Olympics).
- Enhanced maternity, paternity and adoption policy as day 1 right.
- Community volunteer days.
- Cycle to work scheme.
- Dog‑friendly office and depots.
- MacBook Air or Windows laptop (depending on your preference).
Senior Central Operations Coordinator employer: HIVED Ltd
As a Senior Central Operations Coordinator, you will thrive in a dynamic and diverse working environment that prioritises employee growth and development. With a clear path for progression, generous benefits including 25 days of holiday, subsidised private medical insurance, and a supportive work culture that encourages continuous improvement, this role offers a meaningful opportunity to make a significant impact within the operations team. Join us in a dog-friendly office where your contributions are valued and rewarded.
